Service Design Manager

5 months ago


Riyadh, Saudi Arabia Persistence Recruitment Full time

**Key Responsibilities**:
**Service Design and Implementation**:

- Ensure alignment with ITIL framework principles and best practices.
- Develop and document detailed end-to-end support models.

**Service Requirements Definition**:

- Define and document monitoring requirements for each service.
- Establish incident management protocols and service request processes.
- Design L1, L2, and L3 support processes.
- Ensure vendor Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) are defined, agreed upon with business stakeholders, and integrated into the service design.
- Design and document plans and processes for service recovery and restoration.
- Design and document planned and unplanned maintenance processes.
- Develop an escalation matrix for service-related incidents.
- Ensure service management metrics and analytics are defined and implemented.

**Collaboration and Stakeholder Engagement**:

- Work with Product Managers, Solution Delivery Managers, Solution Designers, Solution Architects, and Business Users to agree on SLAs, processes, technical requirements, and incident prioritization.
- Ensure ServiceNow configurations support the designed service models.
- Present and secure approval of Service Designs from the TAC (Technology Architecture Committee).

**Requirements**:
**Experience**:

- Proven experience in designing IT service models using the ITIL framework.
- Extensive experience with SaaS platforms.
- Hands-on experience with ServiceNow as an ITSM platform.

**Skills**:

- Strong understanding of IT service design principles and best practices.
- Excellent problem-solving and analytical skills.
- Strong communication and interpersonal skills.
- Ability to work effectively in a fast-paced and dynamic environment.

**Qualifications**:

- ITIL certification.
- Relevant degree in IT, Computer Science, or a related field.

Join us in shaping the future of IT service delivery for this groundbreaking project.



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