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Job Title: Service Delivery Manager (Operations)Job Location: Saudi Arabia (On-site)Experience: 7+ YearsRole 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