Job summary
Müller`s Solutions is hiring a Technical Service Delivery Manager in Riyadh to oversee managed IT services across Service Desk, Field Support and Inventory Management. The role focuses on meeting SLAs/KPIs, leading distributed teams, coordinating multi-vendor delivery and driving continuous service improvement.
Key responsibilities
- Ensure SLA and KPI targets are met and report service performance to senior stakeholders
- Lead Service Desk, Field Support, and Inventory Management teams
- Coordinate managed services across multi-vendor and cross-functional teams
- Manage scheduling and workforce planning for shift-based operations
- Oversee incident, problem, and escalation management with governance processes
- Develop and implement individual development plans for team members
- Identify and drive process improvements to increase operational efficiency
- Build and maintain 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 multiple 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/collaboration systems
- Strong leadership, coaching and stakeholder management skills
Skills
ITILServiceNowITSMShift managementStakeholder managementTeam leadershipWorkforce planningEndpoint supportProblem managementVendor coordination
Source: Workable. Last checked as open: 14 Nov 2026. You apply directly with the employer.
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