IT Service Level Manager📣 Job Ad

About TawanTech and the Role

TawanTech is seeking an IT Service Level Manager to join its team in Riyadh. This full-time role is crucial for enhancing service performance, vendor governance, and cost transparency across the IT landscape within a complex, multi-vendor environment.

Role Overview

This position plays a central role in supporting a modern Managed Services operating model. The IT Service Level Manager will ensure end-to-end service performance, financial control, and alignment between IT services and business priorities. This role is part of a broader IT transformation within a regulated banking environment, driving operational excellence, accountability, and data-driven decision-making throughout the IT organization.

Key Responsibilities

• Manage service performance across multiple IT vendors, monitoring SLAs, KPIs, and service quality.
• Coordinate cross-vendor dependencies and escalations, supporting service reviews and governance forums.
• Oversee IT budgeting, forecasting, and cost tracking, ensuring transparency of IT costs and alignment with business value.
• Monitor the financial performance of IT services and vendors, providing reporting, dashboards, and variance analysis.
• Ensure compliance with governance frameworks and contractual obligations.
• Drive cross-functional alignment between IT, Finance, and external service providers.
• Support continuous improvement of service delivery and cost efficiency.
• Contribute to the development of a scalable IT operating model.

Required Skills and Expertise

• Understanding of SLA/KPI management and service performance tracking.
• Experience in IT cost management, budgeting, or financial reporting.
• Familiarity with IT governance frameworks (*, ITIL, COBIT) and IT service management frameworks (*, ITIL v3/v4).
• Advanced Excel skills and experience with vendor management and reporting tools (*, ServiceNow, dashboards).
• Experience with BI tools (*, Power BI) and performance reporting for data-driven decision-making.
• Familiarity with contract and procurement processes.

Qualifications and Personal Attributes

• Bachelor’s or Master’s degree in Finance, Business Administration, Information Systems, or a related field.
• Strong stakeholder management skills across IT, Finance, and vendors.
• Ability to balance operational and financial perspectives with a structured, analytical, and solution-oriented mindset.
• High ownership, accountability, reliability, and attention to detail.
• Strong analytical and problem-solving skills.
• Ability to manage multiple priorities across service, vendor, and financial topics in a complex, fast-paced, and transformation-driven environment.
• Strong communication skills with the ability to engage both technical and non-technical stakeholders.
• Experience in banking or other regulated environments is preferred.

Work Environment

The IT Service Level Manager will work closely with internal IT and Finance teams, as well as external service providers. This role operates within a dynamic and regulated banking environment, contributing to significant IT transformation initiatives.