Managed Services Delivery Manager

Thales
Saudi Arabia
Workplace: OnsiteFull timeFunction: Program & Project Management (PMO)Experience: 10+ yearsEducation: bachelorsSkills: ["Communication","Stakeholder management","Team leadership","Escalation management","Continuous improvement"]

Lead service delivery for the DES team by managing a team of 8+ engineers and ensuring reliable regional service and project execution under SLAs. Own escalation and major incident management, drive CSAT/NPS improvements, and implement ITIL-based change, release, incident, and problem management. Partner with cross-functional stakeholders to enhance 24×7 service availability, deliver DevOps and automation initiatives, and manage project financials and service profitability.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Thales
Thales
1 day ago

Managed Services Delivery Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Lead service delivery for the DES team by managing a team of 8+ engineers and ensuring reliable regional service and project execution under SLAs. Own escalation and major incident management, drive CSAT/NPS improvements, and implement ITIL-based change, release, incident, and problem management. Partner with cross-functional stakeholders to enhance 24×7 service availability, deliver DevOps and automation initiatives, and manage project financials and service profitability.
Location: Saudi Arabia
Workplace: Onsite
Employment Type: Full time
Job Function: Program & Project Management (PMO)
Seniority: Manager level

Key Responsibilities

  • •Lead and manage a team of engineers with resource planning, skill development, and performance oversight.
  • •Serve as the primary customer/stakeholder escalation point and lead major incident management and executive communications.
  • •Drive ITIL service management activities (change, release, incident, and problem management) and ensure KPIs and quality processes are met.
  • •Improve customer outcomes by achieving CSAT/NPS targets and executing actionable improvement plans for low scores.
  • •Contribute hands-on to technical troubleshooting, automation, and DevOps/reliability improvements while collaborating to deliver 24×7 service availability and owning project financial management.

Key Requirements

  • •10+ years of experience delivering software/services, including at least 3 years managing engineering teams of 5+ members.
  • •Proven operations or team management experience in IT/technical environments.
  • •Knowledge of IT Service Management (ITSM) processes and tools, project management, SLAs, and change management.
  • •Hands-on experience with Public Cloud Operations (preferred GCP), Linux administration, application support, CI/CD, Infrastructure as Code, and Kubernetes/Docker.
  • •Fluent English and Arabic, with strong communication and stakeholder management skills; degree in Computer, Electrical, or Telecommunications Engineering (or related).
Experience:10+ yearsSoftware deliveryIT service managementDevOpsApplication support
Education:Bachelor's in Computer, Electrical or Telecommunications Engineering (or related field)
Skills:CommunicationStakeholder managementTeam leadershipEscalation managementContinuous improvement
Certifications:ITIL foundationITIL practitionerITIL service managerITIL release and control
Languages:EnglishArabic
Tech Stack:GCPPublic Cloud OperationsLinuxApplication SupportCI/CDInfrastructure as CodeKubernetesDockerITILITSMDevOps

Company Brief

Thales
Designs and delivers advanced systems and services for aerospace, defence, security, and digital identity and cybersecurity markets, serving government and commercial customers worldwide.
Industry: Defense Technology
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Paris, France
Founded: 2000
WebsiteLinkedIn