IT Service Management Specialist (SOURC )

About 2P Perfect Presentation

Since 2004, 2P Perfect Presentation has been a leader in Saudi Arabia’s ICT sector, providing integrated technology solutions that support organizations in digital transformation and operational efficiency. The company delivers end-to-end solutions through specialized business units and market expertise.

The Role: IT Service Management Specialist

2P Perfect Presentation is seeking an experienced IT Service Management Specialist to join our team in Al Madinah, Saudi Arabia. This full-time role focuses on analyzing, developing, improving, and monitoring IT services to ensure efficient and high-quality delivery. The specialist will collaborate with internal teams, clients, and service partners to develop service management strategies, operational plans, processes, and performance reports, ensuring services align with approved standards and policies.

Key Responsibilities

• Study, analyze, and identify IT services to develop appropriate operational and improvement plans.
• Develop and continuously improve service management processes, procedures, and practices.
• Prepare service management reports, documents, recommendations, and operational plans.
• Monitor service delivery progress to ensure completion according to required quality and performance standards.
• Analyze detailed service processes and workflows to ensure integration, consistency, and efficient service delivery.
• Identify service management challenges and develop appropriate corrective and improvement solutions.
• Review industry practices and emerging trends in ITSM and recommend applicable best practices.
• Develop service management strategies in coordination with clients and internal stakeholders.
• Identify staffing, tools, technology, and specialized support requirements for effective service operations.
• Develop administrative and operational procedures using modern service management techniques.
• Manage incidents assigned to external or internal service partners.
• Manage ticket queues, ensuring all assigned tickets are regularly updated and resolved within agreed timelines.
• Monitor operational service performance and identify opportunities for continuous improvement.
• Prepare analytical reports and presentations for management and relevant stakeholders.
• Maintain service management information, reports, and records within approved systems and databases.
• Work closely with technical, operational, and business teams to improve service quality and customer experience.
• Provide recommendations based on data and statistical analysis.
• Report to the IT Director while managing assigned responsibilities independently.

Qualifications and Experience

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, Business Administration, or a related field.
• Minimum 5-10 years of relevant experience in IT Service Management, Service Delivery, IT Operations, or a related function.
• Strong understanding of ITIL concepts, processes, and functions.
• Practical experience in service planning, service improvement, and operational process development.
• Experience managing incidents, service partners, and ticket queues.
• Strong experience preparing service management reports, operational plans, and management presentations.
• Experience with data analysis, statistical analysis, and reporting tools.

Required Skills

• Ability to analyze complex service processes and recommend practical improvements.
• Strong problem-solving and decision-making capabilities.
• Ability to work independently and manage multiple priorities.
• Excellent verbal and written communication skills.
• Ability to work effectively with diverse teams and stakeholders in challenging operational environments.