IT Service Management Lead

4 days ago


Jeddah, Makkah Province, Saudi Arabia IsDB Group Full time
Job Description

This role is responsible for leading and managing the IT service operations to ensure that core IT service management processes are designed and continuously optimized based on industry standards.

The successful candidate will drive adoption of core IT service management processes and practices, ensuring compliance with both internal teams and 3rd party vendors managed by Technology Operations.

A key aspect of this role is to design and continuously review core IT service management processes managed by all functions across Technology Operations, including incident management, request fulfilment, problem management, change management, configuration management, asset management, availability and continuity management, service catalogue management, and service level management.

Additionally, the candidate will be responsible for managing service management improvement programs and projects for Technology Operations functions to enhance quality and performance of service delivery and improve levels of customer satisfaction for all levels of IT service customers.

Key Responsibilities:

  • Lead the implementation of IT service management processes based on industry standards
  • Drive adoption and adherence to IT service management processes across IMDT divisions and functions
  • Manage service management improvement programs and projects
  • Collaborate with IMDT service owners and vendor service providers to analyze service offerings and configure services within IT service management solutions
  • Participate in the development and negotiation of customer-facing service level agreements


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