Senior IT Service Delivery Manager (Infrastructure & Operations)

Overview

Senior IT Service Delivery Manager (Infrastructure & Operations) Jobs in Riyadh, Saudi Arabia at BRAVANTIC

Title: Senior IT Service Delivery Manager (Infrastructure & Operations)

Company: BRAVANTIC

Location: Riyadh, Saudi Arabia

After 29 years in business, we are now presenting ourselves with a refreshed and more innovative brand. Our aim is to put the latest technology at the service of sustainability and people’s wellbeing, which is one of our key strategic pillars. With a large team and operations in more than five countries, we focus our services on IT and Information Systems with the aim of driving our clients’ growth and technological transformation. We are currently expanding our teams, and you could be part of them.

Key Responsibilities

1. Large-Scale Multi-Site Team Leadership

• Team Leadership: Manage performance and provide strategic direction for a distributed team of ~70 IT professionals.
• Structure & Resources: Establish organizational structures, succession planning, and resource allocation across all locations.
• Service Standardization: Standardize delivery protocols to ensure a unified, high-performing IT culture.
• Escalation Authority: Serve as the ultimate command authority for high-severity infrastructure incidents.

2. Enterprise ITSM Governance via OpenText SMAX

• Platform Ownership: Act as the executive business owner for the OpenText SMAX platform.
• Workflow Optimization: Use SMAX analytics and machine learning to optimize Incident, Problem, Asset, and Change management.
• KPI Dashboards: Design and present executive SMAX dashboards tracking SLA compliance and operational bottlenecks.

3. Critical Infrastructure & Network Operations

• Lifecycle Oversight: Oversee the reliability, capacity, and lifecycle of all enterprise servers and hybrid storage arrays.
• Connectivity Management: Guarantee robust multi-site data connectivity across LAN, wireless, and edge configurations.
• Disaster Recovery: Architect and regularly test comprehensive cross-site disaster recovery and continuity plans.

4. Multi-Location Warehouse & Supply Chain Logistics

• Inventory Control: Govern project warehouses, ensuring strict inventory controls for thousands of hardware units.
• Logistics Optimization: Optimize staging and deployment logistics to keep field technicians equipped with hardware reserves.
• Asset Lifecycle Audits: Audit the full asset lifecycle from acquisition and deployment to data sanitization and disposal.

5. Operational Security & Compliance (Non-Cybersecurity)

• Security Hygiene: Enforce rigorous operational security hygiene across all distributed systems and network hardware.
• Physical & IAM Security: Supervise physical access controls, CCTV systems, and local IAM protocols at all sites.

(Note: Core cybersecurity strategy and threat hunting are managed by a separate division).

Qualifications

• Experience: 10+ years of progressive IT experience, with 5+ years in senior leadership managing large-scale operations.
• Team Scale: Proven track record of managing large technical teams (50+ personnel) across multiple physical environments.
• Platform Expertise: Hands-on experience administering or leading operations powered by OpenText SMAX.
• Education: Bachelor’s degree in Computer Science, Information Systems, or related field (Master's preferred).

Preferred Certifications

• ITIL v4 Managing Professional / Strategic Leader (or ITIL v3 Expert)
• Advanced infrastructure credentials (e.g., CCNP, Microsoft Enterprise Administrator, or equivalent)

Core Competencies

• Executive Communication: Master-level skills to translate complex infrastructure challenges into business outcomes.
• Crisis Management: Exceptional capabilities and a calm, analytical approach to resolving major system outages.
• Operational Acumen: Strong financial and operational acumen to optimize resources, vendor relations, and hardware lifecycles.

Your benefits for joining the team

• Attractive salary;
• Flexible hours;
• Training to develop your soft and hard skills;
• Personal and professional life balance program;
• Young and dynamic environment;
• Specialized team.