Full-time Service management specialist Jobs in Riyadh

Join Our Team as a Senior Specialist - IT Service Management!
The Qiddiya Investment Company is seeking a dynamic and capable Senior Specialist in IT Service Management (ITSM) to enhance our IT operations and service delivery.

Key Responsibilities:

• Govern and enhance core ITSM processes including Incident, Change, Problem, Request, Knowledge, and Service Catalog.
• Administer and optimize ITSM platforms such as ServiceNow, BMC Remedy, and ManageEngine.
• Monitor service KPIs and SLAs, ensuring adherence to internal performance standards.
• Manage service incidents and escalations for timely resolution.
• Coordinate with ITSM vendors to meet SLA and contractual obligations.
• Lead post-incident reviews and continuous service improvement initiatives.
• Document ITSM processes to maintain audit readiness.
• Support budgeting and procurement for ITSM tools and services.
• Provide training and mentoring to service desk teams.
• Identify automation opportunities to enhance efficiency.
• Drive improvements in service delivery and user experience.

Requirements:

• Bachelor’s degree in IT, Computer Science, or a related field.
• ITIL® 4 Foundation certification required; additional ITIL Managing Professional, Lean IT, COBIT, or ISO/IEC 20000 are a plus.
• 46 years of experience in IT Service Management and hands-on ownership of ITIL processes.
• Proficient with ITSM tools including ServiceNow, Remedy, Ivanti, or ManageEngine.
• Strong knowledge of IT service delivery and SLA reporting.
• Excellent documentation, training, and communication skills.

Join Qiddiya Investment Company, a global leader in entertainment driving the development of the Entertainment, Sports, and Culture sector in Saudi Arabia!

Join Qiddiya Investment Company as a Specialist - IT Services Management! We are looking for a knowledgeable and detail-oriented professional to enhance our IT service delivery capabilities. This critical role ensures that IT services meet business needs, follow best practices, and maintain high levels of customer satisfaction.

Responsibilities:

• Provide first-level technical support for hardware, software, and network issues.
• Escalate unresolved technical issues to the appropriate support levels (L2/L3).
• Monitor and manage IT help desk tickets, ensuring timely resolution.
• Prioritize incidents based on severity (P1/P2/P3/P4) and impact on operations.
• Follow up on open tickets and ensure proper documentation of resolutions.
• Ensure ITSM processes align with KPIs and SLAs to maintain service quality.
• Identify areas of improvement and propose enhancements to IT service workflows.
• Act as a point of contact between IT teams and business stakeholders.
• Facilitate communication across departments to ensure smooth issue resolution.
• Regularly review ticket queues and follow up on pending requests.
• Ensure compliance with SLA timelines by tracking issue progress.
• Generate reports on IT help desk performance, including ticket trends, response times, and resolution rates.
• Monitor IT service desk operations and ensure adherence to industry best practices.
• Manage IT assets, including tracking, allocation, and maintenance.

Requirements:

• Bachelor's degree in Computer Science or a related field.
• 2 to 3 years of experience in IT services and help desk support.