Service Delivery Manager (Operations) (Saudi Arabia-On-site)

Job Title: Service Delivery Manager (Operations)

Job Location: Saudi Arabia (On-site)

Experience: 7+ Years

Role Overview:

The Service Delivery Manager (Operations) will lead the end-to-end operational management, optimization, and continuous improvement of the Loan Origination System (LOS)across the institution. This role ensures seamless delivery of LOS-enabled services, drives operational excellence, and supports business growth through stable, efficient, and scalable processes.

The ideal candidate is a hands-on problem solver with strong operational governance experience, deep understanding of loan origination workflows, and the ability to partner with technology, product, risk, and business teams to deliver consistent, high-quality services.

Key Responsibilities:

Operational Leadership

• Oversee daily operations of the LOS platform, ensuring optimal uptime, performance, and service quality.
• Lead an operations team supporting end-to-end loan origination workflows across retail, SME, and corporate banking.
• Prioritize and manage service requests, incidents, enhancements, and operational improvements.

Service Delivery & Governance

• Serve as the primary owner for LOS service delivery KPIs, SLAs, and process governance.
• Establish and maintain strong relationships with business stakeholders, technical teams, and vendor partners.
• Run weekly and monthly service review meetings, performance dashboards, and compliance checks.

Process Optimization & Continuous Improvement

• Analyze existing LOS-enabled processes and recommend improvements to reduce TAT, eliminate manual touchpoints, and improve customer experience.
• Lead root-cause analysis and implement corrective actions for recurring issues.
• Drive automation and workflow enhancements within the Newgen ecosystem.

Change & Release Management

• Coordinate deployments, upgrades, patch releases, and regression testing in collaboration with technology teams.
• Ensure all changes follow ITIL and internal change-management protocols.
• Validate that releases meet business requirements and do not impact production stability.

Stakeholder Engagement

• Act as the bridge between operations, business, and technology functions.
• Understand business needs and translate them into system enhancements and operational improvements.
• Provide training, guidance, and support to end users across branches and business units.

Risk & Compliance

• Ensure LOS operations adhere to regulatory, audit, and internal control requirements in Saudi Arabia.
• Maintain documentation including SOPs, process maps, UAT results, and operational logs.
• Support regulatory reporting requirements linked to credit, onboarding, and lending processes.

Required Skills and Experience:

• Strong operational governance experience
• Deep understanding of loan origination workflows
• Hands-on problem-solving skills
• Experience with LOS or similar systems
• Strong communication and stakeholder management skills
• ITIL certification or equivalent experience