Senior Manager - IT Service Management

Qiddiya Investment Company is at the forefront of creating an unparalleled entertainment and cultural hub in Saudi Arabia. We are in search of an experienced and strategic Senior Manager - IT Service Management to lead our ITSM initiatives. In this critical role, you will oversee the development and implementation of IT service management strategies that ensure the delivery of high-quality IT services aligned with the organization’s goals.

Responsibilities

Develop and execute a comprehensive IT service management strategy that enhances service delivery and meets organizational objectives.

Manage the IT service lifecycle, ensuring continuous improvement across all IT services and processes.

Lead the ITSM team in implementing best practices and frameworks such as ITIL to optimize service operations.

Establish and enforce service level agreements (SLAs) and key performance indicators (KPIs) to track service performance and drive accountability.

Collaborate with cross-functional teams to facilitate effective incident, problem, and change management processes.

Coordinate with IT stakeholders to ensure alignment of IT services with business needs and user requirements.

Provide guidance and training to IT staff on service management principles and practices.

Monitor industry trends and advancements in IT service management, recommending innovations to improve service delivery.

Report on IT service management performance to senior leadership and provide insights for strategic decision‑making.

Qualifications

Bachelor’s degree in Information Technology, Computer Science, or a related field; Master’s degree preferred.

10+ years of experience in IT service management, with at least 5 years in a managerial role.

Strong understanding of ITIL framework and other ITSM best practices.

Proven track record in managing IT service operations and driving continuous improvement.

Exceptional leadership and people management skills.

Excellent communication and interpersonal skills with the ability to influence stakeholders.

Experience in developing and managing performance metrics and reporting frameworks.

Strong problem‑solving abilities and a commitment to service excellence.

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