IT Service Delivery & ITSM Manager

About Mina Excellence

Mina Excellence is seeking an experienced IT Service Delivery & ITSM Manager to join our team in Riyadh, Saudi Arabia. This full-time role is central to ensuring the delivery of high-quality IT services and the effective management of IT service processes and projects.

Role Overview

The IT Service Delivery & ITSM Manager will be responsible for overseeing IT service delivery, managing IT Service Management (ITSM) processes, and leading technology projects. This position ensures that IT services consistently meet agreed-upon Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), maintains strong governance, and facilitates the successful execution of IT projects and service transitions.

Key Responsibilities

• Manage end-to-end IT service delivery, ensuring services align with agreed SLAs, KPIs, and business requirements.
• Oversee ITSM processes, including Incident, Problem, Change, Request, and Service Level Management.
• Lead major incident management, escalations, root-cause analysis, and service improvement initiatives.
• Plan, manage, and track IT projects from initiation through completion, developing project plans, milestones, timelines, and identifying risks, issues, and dependencies.
• Coordinate service transition and takeover activities from project teams or vendors into IT operations.
• Ensure operational readiness, comprehensive documentation, effective knowledge transfer, and established support procedures.
• Lead IT governance and service review meetings.
• Prepare and present service performance, project status, KPI, and management reports.
• Manage relationships with stakeholders, vendors, and third-party service providers.
• Identify and implement opportunities for continuous improvement across IT services and processes.

Qualifications and Experience

• Proven experience in IT service delivery, ITSM, and project management.
• A minimum of 5 to 10 years of relevant professional experience.
• Demonstrated ability to manage complex IT services and projects effectively.

Work Environment

This is a full-time position based in Riyadh, Saudi Arabia, offering an opportunity to contribute to the strategic delivery of IT services within Mina Excellence.