(IT Service Quality Officer)

About the Role

ASAS for Developing & Operating Industrial Cities is seeking an IT Service Quality Officer to join their team in Riyadh. This full-time role focuses on enhancing the quality of technical services, improving operational efficiency, and ensuring adherence to institutional standards and best practices. The position requires 5-10 years of experience, with a minimum of 8 years specifically in IT Service Quality and Continuous Improvement.

Role Purpose

The IT Service Quality Officer will be responsible for overseeing and improving the quality of IT services provided by the organization. This involves developing and monitoring quality standards, evaluating performance, and driving continuous improvement initiatives to ensure technical services meet established benchmarks and support overall operational excellence.

Key Responsibilities

• Develop and monitor IT service quality standards and procedures.
• Measure technical service performance and monitor performance indicators and service levels (KPIs & SLAs).
• Evaluate the quality of operations and services, identify improvement opportunities, and address non-compliance cases.
• Follow up on continuous improvement plans and corrective and preventive actions.
• Support the implementation of ITIL frameworks and relevant quality standards, such as ISO 20000 and ISO 9001.
• Prepare quality and performance reports and submit recommendations for service improvement.

Qualifications and Experience

• Bachelor's degree in Information Technology, Information Systems, or a related specialization.
• A minimum of 8 years of experience in IT Service Quality and Continuous Improvement, with overall experience between 5-10 years.
• Practical knowledge of ITIL frameworks and relevant ISO standards (*, ISO 20000, ISO 9001).

Required Skills

• Skills in performance analysis.
• Proficiency in report preparation.
• Competence in continuous improvement management.

Work Location

This position is based in Riyadh, Saudi Arabia.