Technical Service Delivery Specialist Cloud

Alnafitha IT is a leading independent provider of IT services and solutions in Saudi Arabia founded in 1993.

As a fully Saudi-owned company we have established ourselves from a startup business to a market leader offering a comprehensive range of IT solutions tailored to meet the unique requirements of our clients.

Our expertise spans across various domains including Microsoft AWS ManageEngine and Zoho Solutions ensuring that we deliver strategic IT solutions that drive digital transformation and operational excellence to our clients.

With over 30 years of experience Alnafitha IT has successfully completed more than 4000 projects serving over 3000 satisfied customers and collaborating with 65 partners.

Our commitment to excellence is evident in our customer-centric approach which emphasizes engagement collaboration and a relentless pursuit of quality in every interaction

Our vision is to be the Kingdoms most customer-centric provider for digital transformation and consultation fostering innovation and excellence in all our solutions. We are dedicated to optimizing operational efficiency and ensuring effective resource utilization to enhance customer satisfaction and profitability

At Alnafitha IT we believe in empowering our employees and nurturing their growth which is essential for driving leadership in technology and customer satisfaction. As we continue to expand our presence in the IT landscape we remain committed to delivering cutting-edge solutions that not only meet but exceed our clients expectations.

The Technical Service Delivery Specialist Cloud is an experienced individual contributor responsible for executing and handling cloud service delivery across client environments. Working primarily within Microsoft Azure AWS and hybrid platforms this role applies solid technical knowledge and practical judgment to ensure cloud services are delivered reliably securely and in line with contracted SLAs. The Senior Specialist handles complex operational tasks with meaningful independence engages clients professionally on technical matters and contributes to service improvements based on accumulated experience without taking on a leadership architecture or team management mandate.

Key Responsibilities:

• Service Delivery Execution
  
• Execute and monitor daily cloud service delivery activities across assigned client environments covering Azure AWS and hybrid platforms within defined operational scope.
  
• Ensure consistent delivery of cloud services across compute storage networking identity and platform layers in line with contracted SLA requirements.
  
• Track cloud resource health availability zone status and service quotas; identify and report deviations from agreed uptime and performance targets.
  
• Coordinate with cloud engineering and support teams for escalations related to resource degradation misconfiguration or service disruption following escalation procedures.
  
• Maintain accurate service records operational logs and delivery documentation in compliance with client and organizational standards.
  
• Perform periodic reviews of cloud configuration baselines access policies and resource tagging to confirm alignment with established governance standards.
  
• Operations Management
  
• Monitor cloud dashboards alerting tools and health indicators across managed environments; respond to alerts within defined response windows.
  
• Support cloud cost governance by conducting utilization reviews preparing right-sizing recommendations tracking reserved instance coverage and responding to budget alerts.
  
• Coordinate and execute routine operational tasks including patch management backup validation snapshot schedules and certificate renewals for cloud-hosted workloads.
  
• Identify and escalate performance degradation cost anomalies or capacity concerns to the Service Delivery Lead with relevant supporting data.
  
• Support cloud security posture activities by reviewing compliance scores in Defender for Cloud and AWS Security Hub and actioning assigned remediation items within scope.
  
• Client Coordination
  
• Act as a technical point of contact for assigned clients on day-to-day cloud service matters ensuring timely and professional communication.
  
• Participate in service review meetings presenting cloud performance metrics incident summaries cost data and operational updates in a clear and structured manner.
  
• Conduct technical discussions and assessments with clients to understand their cloud environment requirements and ensure delivery activities remain aligned to business needs.
  
• Evaluate and process minor cloud change requests such as scaling adjustments firewall rule updates and IAM policy changes within defined approval thresholds.
  
• Support client onboarding activities including environment readiness checks access provisioning monitoring configuration and platform baseline validation.
  
• Gather client feedback and communicate service adjustments that improve cloud reliability and the overall operational experience.
  
• Process Compliance & Quality
  
• Follow ITIL-based operational processes for incident request and change management across all cloud delivery activities.
  
• Ensure compliance with cloud security frameworks data residency requirements and client-specific governance policies in day-to-day operations.
  
• Maintain and update cloud runbooks SOPs and operational checklists for recurring tasks keeping documentation current and accurate.
  
• Identify inefficiencies in delivery workflows and raise improvement suggestions including potential automation or tooling opportunities through appropriate channels.
  
• Performance Tracking & Reporting
  
• Maintain delivery and performance reports for cloud environments covering availability metrics incident counts and SLA adherence.
  
• Track trends in cloud resource utilization ticket volumes and security posture data to surface areas for operational improvement.
  
• Prepare cloud service KPI summaries and contribute content to monthly and quarterly service review reports.
  
• Contribute to root cause analysis (RCA) for cloud incidents and support development of preventive action items based on findings.
  
• Monitor client satisfaction indicators and flag service quality gaps to the Service Delivery Lead for corrective action.
  
• Collaboration & Continuous Improvement
  
• Work with cloud engineering teams vendor technical account managers and partner teams to maintain consistency in service quality and platform standards.
  
• Participate in knowledge-sharing sessions and contribute to internal cloud delivery documentation and best practice materials.
  
• Take part in lessons-learned reviews following incident closures migrations or delivery milestones and apply findings to future delivery activities.