IT Service Delivery Manager

Description

Tuwaiq Casting & Forging is seeking an experienced and operationally focused IT Service Delivery Manager to join the IT Department. Reporting to the IT Director, this role is responsible for ensuring that IT services are delivered effectively, reliably, securely, and in accordance with agreed Service Level Agreements and business requirements. The role manages day-to-day IT service delivery across IT infrastructure, end-user services, enterprise applications, ERP/MES support, networks, cybersecurity coordination, vendor management, and IT service management.

Key Responsibilities

IT Service Management

• Manage and continuously improve IT service delivery processes
• Ensure IT services meet agreed SLAs, KPIs, and business expectations
• Establish and maintain IT service management procedures based on ITIL best practices
• Monitor service performance, incidents, requests, problems, and changes
• Prepare regular IT service performance reports for IT management.
  
  

Service Desk & End-User Support

• Manage the IT Service Desk and ensure timely resolution of incidents and service requests
• Define and monitor first-level and second-level support responsibilities
• Monitor ticket volumes, response times, resolution times, backlog, and SLA compliance
• Improve user satisfaction and IT support experience
• Ensure proper onboarding and offboarding of employees.
  
  

IT Infrastructure & Operations

• Coordinate operational support for LAN/WAN and Wi-Fi, servers and virtualisation, storage and backup, Microsoft 365 and cloud services, IP telephony, data centres and server rooms, network and security infrastructure, and end-user computing and devices.
  
  

Business Applications

• Coordinate support for critical business applications including ERP, Manufacturing Execution System, Document Management System, and Service Desk systems.
  
  

Incident, Problem & Change Management

• Lead major incident management and ensure timely restoration of critical services.
  
  

IT Security & Compliance

• Ensure IT service operations comply with company cybersecurity policies and regulatory requirements
• Coordinate with the cybersecurity team regarding security incidents, vulnerabilities, access management, and remediation
• Support IT audits and compliance activities including ISO 27001, Aramco CCC, and internal IT controls where applicable.
  
  

Business Continuity & Disaster Recovery

• Support IT business continuity and disaster recovery planning
• Ensure critical IT services have appropriate backup and recovery procedures
• Participate in DR tests and document recovery results and corrective actions.
  
  

Team Management

• Manage and develop IT service delivery personnel
• Define responsibilities, objectives, KPIs, and performance targets.
  
  

Requirements

Education

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field
• ITIL Foundation certification is preferred; ITIL Managing Professional is an advantage
• Relevant certifications such as PMP, COBIT, ISO 27001, Microsoft, Cisco, or cybersecurity certifications are advantageous.
  
  

Experience

• Minimum 10 years of IT experience, including significant experience in IT service management or IT operations
• Experience managing IT teams, vendors, SLAs, and enterprise IT services
• Industrial sector experience is preferred.