Description:

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.