Middle East IT Service Senior Manager📣 إعلان

About the Middle East IT Service Senior Manager Role

Boston Consulting Group (BCG) is seeking a Middle East IT Service Senior Manager to serve as the primary liaison for Tech@BCG within a key regional market. This full-time role, based in Riyadh, requires over 10 years of experience and acts as the critical link between the demanding regional business operations and the global IT organization. The successful candidate will be the recognized point of contact for local business leadership, ensuring technology effectively supports business objectives.

Role Context and Responsibilities

This position operates at the intersection of local business needs and IT functions, holding end-to-end ownership of regional IT service delivery. Key responsibilities include managing senior stakeholder relationships, channeling office demands and business feedback into the IT organization, and ensuring global IT solutions are effectively implemented and functional for the Middle East. The role demands a disciplined approach to operations, vendor and contract governance, and a strategic focus on driving automation and AI-enabled support, all while maintaining a clear understanding of performance metrics.

The IT Service Senior Manager is expected to be equally adept in service reviews and discussions with senior management, understanding that trust with the business is foundational. This role also requires strong leadership qualities, focusing on team development, active listening, and fostering an environment for optimal performance. Collaboration within the broader EMESA IT Service community is essential, involving sharing best practices and supporting colleagues across different regions.

Key Duties and Responsibilities

• Serve as the primary point of contact for local business leadership across Middle East offices, representing Tech@BCG.
• Manage senior stakeholder relationships to build trust and position IT as a strategic partner.
• Capture, consolidate, and relay local business demand and feedback to the global IT organization.
• Own the senior escalation path for critical incidents and manage executive support playbooks.
• Ensure regional capacity aligns with global and functional targets, translating business demand into resourcing needs.
• Develop cost-to-serve visibility at the office level to inform data-driven discussions.
• Drive the adoption of automation and self-service support models.
• Set and achieve targets for automated and low-contact resolution rates.
• Build self-service capabilities for routine requests and embed AI-assisted tooling into support workflows.
• Maintain an automation backlog and systematically convert repeat demand into scalable workflows.
• Ensure secure fulfillment patterns are integrated into all service workflows.
• Enforce compliance with device management, access control, and privileged support standards.
• Minimize operational risk through disciplined change management and resilience practices.
• Partner with Information Security Risk Management (ISRM) to ensure regional security posture.

Qualifications and Experience

• 8–12+ years of experience in IT Service Management, Digital Workplace, or End-User Computing leadership.
• Proven experience managing multi-site or regional service delivery across geographically dispersed teams.
• Background in service transformation or operating model redesign.
• Hands-on familiarity with AI-enabled/automated support tooling and modern ESM platforms.
• Strong foundation in financial management, capacity planning, and cost-to-serve modeling.
• Experience in vendor management and contract governance within contracted or hybrid delivery models.
• Fluent English; Arabic proficiency is a significant advantage.

Work Environment and Travel

This is a full-time position based in Riyadh. Occasional travel across Middle East office locations is expected, as presence is important in the region. The role emphasizes collaboration and leadership within the IT service community.