Senior ITSM & Quality Control Manager📣 Job Ad

About the Role

D360 Bank is seeking a Senior ITSM & Quality Control Manager to join its team in Riyadh, Saudi Arabia. This full-time position is responsible for the daily oversight, governance, and continuous improvement of the Bank's IT Service Management (ITSM) processes, ensuring optimal service delivery and operational excellence.

Role Purpose and Impact

The incumbent will ensure that ITSM processes are effectively enforced, monitored, and measured to achieve high standards. This role involves close collaboration with internal and cross-functional teams to ensure ITSM tools and frameworks are fully optimized and aligned with business needs. By driving process improvements and fostering a culture of continuous enhancement, this position plays a key part in delivering seamless, high-quality IT services that support D360 Bank's objectives and growth.

Key Responsibilities

• Manage and support assigned ITSM processes to ensure seamless and efficient delivery of IT services within the Digital Bank, aligning with organizational objectives and best practices.
• Act as the primary point of contact for managing vendor relationships related to service incidents and problem resolution, representing the team in discussions to drive timely issue resolution and service improvements.
• Continuously monitor, assess, and enhance the quality of IT services and solutions to meet the evolving health and performance requirements of the business.
• Drive service improvements to meet business needs and optimize the user experience.
• Gather, assess, and prioritize incoming business demands, ensuring critical IT initiatives are aligned with business priorities and maintaining a dynamic pipeline of requests.
• Provide expert-level consulting and troubleshooting support for IT infrastructure issues, working closely with internal teams to resolve complex problems and maintain operational stability.

Experience and Qualifications

Candidates for this role are expected to have 5-10 years of relevant experience in IT Service Management and quality control. A strong understanding of ITSM frameworks and a proven ability to drive process improvements are essential for success in this position.

Operational Commitments

• Participate in a 24x7 on-call standby rotation as needed, ensuring prompt response and resolution of IT service disruptions or critical incidents outside of standard operating hours.
• Enforce, incorporate, and comply with all necessary controls and related information security (EIS) policies, procedures, practices, training, reporting, personal due diligence, and vigilance within departmental and unit activities and operations.
• Perform any other duties assigned by the line manager related to the nature of the work.

About D360 Bank

D360 Bank is committed to delivering seamless and high-quality IT services that support its digital banking objectives and growth. This role offers an opportunity to contribute significantly to the Bank's operational excellence and strategic vision in the financial sector.