Managed Services Delivery Manager

Role Overview

Managed Services Delivery Manager at Thales, located in Khobar, Saudi Arabia. Lead a team of 8+ engineers delivering reliable services and regional projects while maintaining operational excellence, customer satisfaction, and SLA compliance.

Company Overview

Thales architects identity management and data protection solutions at the heart of digital security. More than 30,000 organizations rely on Thales to verify identities, grant access to digital services, analyze information, and encrypt data. For over 50 years, Thales has been a trusted partner of the Kingdom of Saudi Arabia, providing advanced solutions in Defence, Public Security, Civil Aviation, Space, Enterprise, and Cybersecurity across four sites throughout the country. Thales established SAMI Thales Electronic Systems (STES), a Joint Venture with Saudi Arabian Military Industries (SAMI), to localize defence technologies and systems in alignment with Saudi Vision 2030.

Role Purpose

As a Service Delivery Manager within the DES team, you will lead a team of engineers with diverse technical skill sets, ensuring reliable delivery of services and regional projects. You will drive operational excellence, customer satisfaction, and SLA compliance through team leadership, service operations, stakeholder management, resource planning, and escalation handling. As a hands-on technical leader, you will actively contribute to troubleshooting, automation, technical initiatives, and process optimization to ensure high service quality, operational efficiency, and service profitability.

Key Responsibilities

Team Leadership

• Lead and manage a team of engineers, ensuring effective resource planning, skill development, high performance, and a collaborative, growth-oriented culture.
• Work directly with engineers to design and implement scalable, high-availability solutions, leveraging industry best practices.

Customer & Stakeholder Management

• Act as the primary customer and stakeholder escalation point, leading major incident management, coordinating cross-functional teams, and providing timely executive communications.
• Build and maintain strong customer and stakeholder relationships, proactively addressing feedback, improving service quality, and supporting business growth and service adoption.
• Achieve Customer Satisfaction (CSAT) and Net Promoter Score (NPS) targets, addressing low scores through actionable improvement plans.

Service Operations & Governance

• Drive ITIL service management practices, including change, release, incident, and problem management, while participating in governance reviews and ensuring adherence to quality processes and KPIs.
• Monitor service and team KPIs, and drive automation, reliability, and continuous improvement.
• Collaborate closely with Product Owners, Delivery Managers, Production Engineers, and other cross-functional teams to achieve organizational goals and ensure 24×7 service availability.

Technical Contribution & Optimization

• Actively contribute hands-on to technical tasks, including troubleshooting complex issues, participating in code reviews, optimizing infrastructure, and improving system reliability.
• Define and execute operational and DevOps improvement initiatives.

Business & Financial Management

• Own project financial management, respecting management-approved margins.
• Ensure traffic boosting and service usage of managed services by collaborating with the Account and Marketing team.

Qualifications & Experience

• Bachelor's degree in Computer Engineering, Electrical Engineering, Telecommunications Engineering, or a related field.
• 10+ years of experience in software and services delivery.
• At least 3 years of experience managing engineering teams of at least 5 team members.
• Proven experience in operations or team management within IT or technical environments.
• Experience overseeing project scope and requirements, SLAs, change management, and customer relationship management.
• Experience with project handovers.
• Experience in project budgeting and financial management.
• ITIL Foundation, Practitioner, Service Manager, and Practitioner Release and Control certifications.

Skills & Competencies

• Fluency in English and Arabic.
• Strong communication and stakeholder management skills.
• Knowledge of IT Service Management (ITSM) processes and tools.
• Project management expertise.
• SLA management and change management knowledge.
• Hands-on experience with Public Cloud Operations (preferred GCP).
• Linux Administration.
• Application Support.
• CI/CD.
• Infrastructure as Code.
• Kubernetes and Docker.

Additional Information

• Thales employs 80,000 employees in 68 countries and provides careers with mobility opportunities enabling employees to develop careers at home and abroad in existing areas of expertise or new fields.