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
