Service Delivery Director

Service Delivery Director Saudi Arabia

Role Purpose: The Delivery Head will be responsible for leading end-to-end service delivery across a portfolio of strategic customer accounts in the Kingdom of Saudi Arabia. The role carries accountability for revenue realization, customer satisfaction, delivery excellence, business expansion, people leadership, and operational governance. The incumbent will act as the primary delivery executive for customers, ensuring contractual commitments are met while driving account growth and strengthening long-term client relationships.

Key Responsibilities

• Delivery & Program Management
• Business & Financial Management
• Customer Relationship Management
• People Leadership & Talent Management
• Process Excellence & Compliance

Skill Requirements

Scope of Responsibility: Achievement of revenue and profitability targets for assigned customer portfolio. Delivery of projects and managed services as per contractual commitments. Ownership of customer relationship management and executive stakeholder engagement. Achievement of customer satisfaction and referencability goals. Expansion of existing business through account mining and growth initiatives. Collaboration with Sales and Account Management teams for customer growth. Building and scaling delivery teams to support business expansion.

Required Qualifications & Experience

Bachelor's degree in Engineering, Computer Science, Information Technology, or a related discipline. 16+ years of progressive experience in IT Services, IT Consulting, or IT Outsourcing organizations. Minimum 5 years of leadership experience managing large-scale delivery portfolios and customer relationships. Proven experience managing delivery operations for customers within the Kingdom of Saudi Arabia. Strong understanding of application services, digital transformation, cloud, managed services, and emerging technologies. Experience supporting bids, proposals, contract reviews, and customer presentations.

Preferred Candidate Profile

Currently based in KSA and working with an India-headquartered IT Services or IT Outsourcing provider. Demonstrated experience managing KSA-based customers and large strategic accounts. Strong technical foundation with career progression from hands-on technical roles into delivery leadership. Excellent technology acumen with the ability to engage both business and technical stakeholders. Strong commercial understanding of IT services delivery, contracts, and account profitability. Exceptional communication, presentation, negotiation, and stakeholder management skills.

Key Success Metrics

Revenue Achievement Gross Margin Achievement Customer Satisfaction (CSAT) Customer Referencability Delivery Quality and SLA Compliance On-time and On-budget Delivery Account Growth and Business Expansion Resource Utilization Employee Engagement and Retention Compliance and Governance Adherence

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first. HCLTech is a global technology company, home to more than 227,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending December 2026 totaled $14.7 billion.

Benefits

At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to:

• Industry-benchmarked compensation
• Best-in-class healthcare benefits
• Personal time off
• Maternity and paternity benefits
• Access to skills / higher education programs/resources
• Discounts on products and services via Benefit Box
• Participate in CSR programs and live life with a purpose
• Opportunities to grow and advance your career

Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.