Service Delivery Lead

Riyadh

IT Service Management (ITIL)Incident logging, categorization, prioritization, and escalationMicrosoft Cluster environmentsLinuxWindowsOpenShift platformsCisco ACIF5 load balancersMS SQLOracleDB2SAP HANAData analysis

Job Description

Giza Systems is looking for a Service Delivery Lead for its Managed Services division in Riyadh. The role involves acting as the first point of contact within the IT Monitoring Center for all system alerts and incidents. You will monitor IT infrastructure, log and track incidents, perform initial troubleshooting, and coordinate resolution activities to minimize business impact.

Responsibilities

Act as the first point of contact within the IT Monitoring Center for all system alerts and incidents
Monitor IT infrastructure and applications to proactively identify incidents and potential service disruptions
Log, categorize, prioritize, and track incidents according to defined SLAs and ITIL best practices
Perform initial troubleshooting and analysis to restore service quickly where possible
Escalate incidents to appropriate technical teams with accurate and complete documentation
Coordinate incident resolution activities to minimize business impact
Own and support Change Implementation, Problem Management, Capacity Management, Performance Management, and Continuous Improvement processes
Prepare and present Root Cause Analysis (RCA) and Critical Incident Reports
Ensure proper documentation of incidents, procedures, and operational knowledge

Job Information

Posted

January 29, 2026

Experience Level

mid level

Status

Expired