Service Delivery Manager - Airline Industry Experience is a Must

Müller’s Solutions is a leading technology and consulting company delivering innovative IT solutions and professional services across the EMEA region. We work with organizations to support digital transformation, IT modernization, and high-quality technology service delivery.

Job Summary

Müller’s Solutions is looking for an experienced Service Delivery Manager with mandatory experience in the Airline/Aviation industry to work in Saudi Arabia

The successful candidate will be responsible for managing end-to-end service delivery, maintaining strong client relationships, ensuring SLA and KPI compliance, and coordinating technical and operational teams to deliver high-quality IT services.

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 with 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.

• Ensure effective communication between business stakeholders and technical teams.

• Support ITIL-based service management processes and best practices.

• Manage escalations and ensure timely resolution of critical issues.

Requirements

• Mandatory: Proven experience working within the Airline/Aviation industry.

• Proven experience as a Service Delivery Manager or in a similar IT service management role.

• Strong knowledge of IT Service Management / ITIL principles.

• Experience managing SLAs, KPIs, service performance, and escalations.

• Strong stakeholder and client management skills.

• Experience coordinating cross-functional technical and operational teams.

• Excellent communication and presentation skills.

• Strong problem-solving and analytical abilities.

• Ability to manage multiple priorities in a fast-paced environment.

• Excellent English communication skills.

Preferred

• ITIL certification.
• Experience with airline IT systems, aviation technology, or airport environments.
• Experience managing large-scale IT services or enterprise clients.
• Experience working with international or EMEA-based clients.

Important

Airline/Aviation industry experience is a MUST for this position. Candidates without relevant Airline/Aviation experience will not be considered.