Job summary
Müller`s Solutions in Riyadh seeks a Technical Service Delivery Manager to oversee managed IT services across Service Desk, Field Support and Inventory Management. The role leads distributed teams, ensures SLA/KPI compliance, drives operational improvements and maintains stakeholder relationships.
Key responsibilities
- Ensure SLAs and KPIs are met and report performance to senior stakeholders
- Lead Service Desk, Field Support, and Inventory Management teams
- Coordinate managed services across multi-vendor and cross-functional teams
- Plan team schedules and workforce for shift-based operations
- Create and run individual development plans for team members
- Manage incident, problem, and escalation processes with governance
- Identify and implement process improvements to increase efficiency
- Maintain strong relationships with internal and external stakeholders
Requirements
- Bachelor's degree in Engineering, IT, Computer Science, or related field
- ITIL V4 Foundation certification (mandatory)
- Proven experience managing 30+ member managed service teams across locations
- Experience managing shift-based IT support operations
- Strong knowledge of ITSM processes and best practices
- Hands-on experience with ServiceNow or similar ITSM platforms
- Experience supporting endpoints: laptops, desktops, mobile devices, meeting systems
- Strong leadership, people management and coaching skills
Skills
ITIL v4ServiceNowITSMService Desk ManagementWorkforce PlanningIncident ManagementProblem ManagementStakeholder ManagementEndpoint SupportVendor Coordination
Source: Workable. Last checked as open: 14 Nov 2026. You apply directly with the employer.
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