IT Service Manager.📣 Job Ad

About the Role: IT Service Manager

Almanea Co. is seeking an experienced IT Service Manager to join its team in Riyadh, Saudi Arabia. This full-time role is central to driving IT service management processes across the Almanea IT Division, ensuring the delivery of ITIL-aligned services. The successful candidate will act as a process guardian, maintaining service quality and governance for incident, problem, change, asset, and service level management.

Core Responsibilities

The IT Service Manager will be responsible for the ownership and continuous improvement of IT service management processes, ensuring operational excellence and alignment with business needs. Key areas include process governance, service level management, ITSM tooling, and service catalogue management.

Key Deliverables

• Defined IT service catalog and Service Level Agreements (SLAs), including service scope and levels.
• SLA performance reports covering availability, response time, and resolution KPIs.
• Incident and problem management reports, including Root Cause Analysis (RCA), trend analysis, and major incident summaries.
• Service desk performance dashboards detailing tickets, resolution rates, and backlog status.
• A comprehensive Service Improvement Plan (CSI roadmap).
• Customer and service satisfaction reports based on user feedback and service quality metrics.

ITSM Process Ownership and Service Level Management

• Own and continuously improve ITIL-aligned processes for incident, problem, change, release, and asset management.
• Maintain and update ITSM process documentation, workflows, and operating procedures.
• Chair the Change Advisory Board (CAB) and govern all change records.
• Define, agree upon, and manage SLAs and Operational Level Agreements (OLAs) with business units and IT teams.
• Produce regular service performance reports with trend analysis for the Head of IT Operations.
• Proactively identify service quality issues and drive corrective action plans.

ITSM Platform and Service Catalogue Management

• Administer and optimize the ITSM platform.
• Configure workflows, dashboards, and reporting functionalities to support operational needs.
• Maintain and evolve the IT Service Catalogue, ensuring services are clearly defined and communicated.
• Onboard new services and retire obsolete services following a structured process.

Candidate Requirements

Candidates should possess 5 to 10 years of relevant experience in IT service management roles. This position requires a strong understanding of ITIL frameworks and practical experience in implementing and managing ITSM processes. We invite qualified professionals to apply for this role at Almanea Co. in Riyadh.