Senior Consultant Service Management

About the Role

Elm Company is seeking a Senior Consultant Service Management to lead and enhance IT Service Management practices across its technology division. This full-time position is based in Riyadh, Saudi Arabia. The role focuses on establishing service management standards, monitoring service performance, governing service level agreements, and driving service improvement initiatives. The Senior Consultant will collaborate with business and technology stakeholders to ensure services deliver measurable value, meet agreed performance expectations, and operate reliably and efficiently in alignment with Elm’s policies, procedures, and operational objectives.

Key Responsibilities

• Develop and enhance service management frameworks, standards, and practices across Technology.
• Define, maintain, and monitor service level agreements and related service performance measures.
• Establish and monitor service KPIs, operational measures, and performance indicators, developing reports and management insights.
• Develop and maintain service improvement plans based on performance analysis, operational findings, and stakeholder requirements.
• Support problem management activities, facilitate root cause analysis, and coordinate corrective and preventive actions to strengthen service reliability.
• Engage with business stakeholders to understand service requirements and facilitate alignment between business and technology teams.
• Establish governance mechanisms to monitor the effectiveness and consistency of service management practices.
• Provide subject matter expertise and advisory support on IT Service Management practices, promoting awareness and adoption of methodologies.

Operational Duties

• Follow all relevant departmental policies, processes, standard operating procedures, and instructions.
• Comply with all relevant safety, quality, and environmental management policies, procedures, and controls.
• Adhere to all relevant information security practices and standards to ensure data integrity and confidentiality.

Qualifications and Experience

Candidates for this role should possess 5-10 years of relevant experience in IT Service Management. The ideal candidate will have a proven track record in developing and implementing service management frameworks, managing service levels, and driving continuous improvement initiatives.

Work Environment

This is a full-time position located in Riyadh, Riyadh, Saudi Arabia, within Elm Company. The role requires close collaboration with various business and technology stakeholders to achieve operational objectives and enhance service delivery.