Managed Services Delivery Manager

Role Overview

Managed Services Delivery Manager at Thales, located in Riyadh, Saudi Arabia. Lead a team of 8+ engineers delivering managed services and regional projects while maintaining operational excellence, customer satisfaction, and Service Level Agreement 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 activities and build capabilities aligned with Saudi Vision 2030.

Role Purpose

Lead a team of engineers within the DES team to ensure reliable delivery of services and regional projects while maintaining operational excellence, customer satisfaction, and SLA compliance. Drive continuous improvement, align service delivery with business objectives, and actively contribute to troubleshooting, automation, technical initiatives, and process optimization.

Key Responsibilities

Team Leadership

• Lead and manage a team of 8+ engineers with diverse technical skill sets.
• Ensure effective resource planning, skill development, and high performance.
• Foster a collaborative, growth-oriented culture.

Service Operations & Delivery

• Drive ITIL service management practices, including change, release, incident, and problem management.
• Monitor service and team KPIs and drive automation, reliability, and continuous improvement.
• Ensure 24×7 service availability through collaboration with Product Owners, Delivery Managers, Production Engineers, and cross-functional teams.
• Actively contribute hands-on to technical tasks, including troubleshooting complex issues, participating in code reviews, optimizing infrastructure, and improving system reliability.
• Work directly with engineers to design and implement scalable, high-availability solutions leveraging industry best practices.
• Define and execute operational and DevOps improvement initiatives.

Stakeholder & Customer Management

• Act as the primary customer and stakeholder escalation point.
• Lead major incident management and coordinate cross-functional teams.
• Provide timely executive communications.
• Build and maintain strong customer and stakeholder relationships.
• Proactively address feedback and improve service quality.
• Support business growth and service adoption.

Performance & Compliance

• Achieve Customer Satisfaction (CSAT) and Net Promoter Score (NPS) targets.
• Address low scores through actionable improvement plans.
• Participate in governance reviews and ensure adherence to quality processes and KPIs.

Financial Management

• Own project financial management and respect management-approved margins.

Business Development

• Ensure traffic boosting and service usage of managed services by collaborating with Account and Marketing teams.

Qualifications & Experience

• Bachelor's Degree in Computer, Electrical, Telecommunications Engineering, or 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 and customer relationship management, and project handovers.
• ITIL Foundation, ITIL Practitioner, ITIL Service Manager, and ITIL Practitioner Release and Control certifications required.
• Experience in project budgeting and financial management.

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.
• Mobility policy enables thousands of employees each year to develop careers at home and abroad in existing areas of expertise or new fields.