Service Delivery Manager – Airline Industry Experience Required

About the role

Müller’s Solutions is a leading technology and consulting company delivering innovative IT solutions and professional services across the EMEA region. The company is seeking an experienced Service Delivery Manager with mandatory Airline/Aviation industry experience to oversee end‑to‑end IT service delivery for airline clients in Saudi Arabia.

Key responsibilities

• Manage end‑to‑end IT service delivery for airline/aviation clients.
• Act as the primary point of contact for clients and key stakeholders.
• Ensure services are delivered according to agreed SLAs, KPIs, and quality standards.
• Monitor service performance and identify opportunities for continuous improvement.
• Coordinate technical, operational, and support teams to resolve service issues.
• Manage incidents, problems, escalations, and service requests.
• Prepare and present service performance reports to clients and management.
• Conduct regular service reviews and stakeholder meetings.
• Identify risks and implement corrective and preventive actions.
• Support ITIL‑based service management processes and best practices.

Required profile

• Proven experience working within the Airline/Aviation industry.
• Demonstrated experience as a Service Delivery Manager or similar IT service management role.
• Strong knowledge of IT Service Management and ITIL principles.
• Experience managing SLAs, KPIs, service performance, and escalations.
• Excellent stakeholder and client management abilities.

Required skills

• ITIL framework
• IT Service Management