Service Delivery Manager - Airline Industry Experience Is a Must

Job description

Job Summary: Müller’s Solutions is looking for an experienced Service Delivery Manager with mandatory experience in the Airline/Aviation industry to work in Saudi Arabia. The successful candidate will be responsible for managing end-to-end service delivery, maintaining strong client relationships, ensuring SLA and KPI compliance, and coordinating technical and operational teams to deliver high-quality IT services. Responsibilities: Manage end-to-end IT service delivery for airline/aviation clients. Act as the primary point of contact for clients and key stakeholders. Ensure services are delivered according to agreed SLAs, KPIs, and quality standards. Monitor service performance and identify opportunities for continuous improvement. Coordinate with technical, operational, and support teams to resolve service issues. Manage incidents, problems, escalations, and service requests. Prepare and present service performance reports to clients and management. Conduct regular service reviews and stakeholder meetings. Identify risks and implement corrective and preventive actions. Ensure effective communication between business stakeholders and technical teams. Support ITIL-based service management processes and best practices. Manage escalations and ensure timely resolution of critical issues.

Requirements

• Mandatory: Proven experience working within the Airline/Aviation industry
• Proven experience as a Service Delivery Manager or in a similar IT service management role
• Strong knowledge of IT Service Management / ITIL principles
• Experience managing SLAs, KPIs, service performance, and escalations
• Strong stakeholder and client management skills
• Experience coordinating cross-functional technical and operational teams
• Excellent communication and presentation skills
• Strong problem-solving and analytical abilities
• Ability to manage multiple priorities in a fast-paced environment
• Excellent English communication skills.

Skills