IT Service Quality Manager

Role Overview Ensure understanding of the strategic objective for the Bank and support in achieving the department's strategy and related strategic plans. Achieve agreed service performance targets by coordinating ITSM process execution and continuous improvement activities. Appraise service performance, process effectiveness, and tool utilization through regular review of dashboards, KPIs, and SLAs, recommending corrective actions where needed. Assure compliance with ITSM policies, procedures, and relevant regulatory requirements across assigned processes and teams. Communicate service performance, risks, and improvement plans to stakeholders through scheduled reports, service reviews, and operational meetings. Conduct routine reviews of Incident, Problem, Request, Knowledge, Availability, Capacity, and Service Level Management processes to confirm adherence and identify enhancement opportunities. Contributes to the definition and maintenance of the IT Service Catalog, ensuring service descriptions, SLAs, and support models remain current and aligned to customer expectations. Ensure service data integrity by liaising with CMDB, Asset Management, and Quality Assurance teams to maintain accurate and integrated service records. Identify service improvement opportunities using trend analysis, root-cause insights, and customer feedback; drive agreed actions to closure with process owners and support teams. Liaise with internal IT teams, vendors, and business stakeholders to coordinate service changes, major incident communications, and post-incident reviews. Provide operational guidance and subject matter input on ITSM processes and quality practices to project teams and service owners. Report on compliance, audit findings, and remediation progress; track risks, issues, and improvement backlogs to completion. Ensure user awareness by coordinating and delivering training and knowledge-sharing sessions on ITSM processes and tools. Conduct configuration and enhancement activities for ITSM platforms (e.g., ServiceNow, BMC Remedy, Jira) in partnership with platform administrators; validate changes via testing and user feedback. Assure that major incident communication protocols are followed and that post-incident actions are documented and implemented. Contribute to continual service improvement roadmaps, prioritizing initiatives based on business impact and resource availability. Achieve cost-efficiency targets by optimizing process workflows, automations, and reporting practices. Defines performance goals at the start of the year in discussion with the reporting manager and ensures the goals are monitored and achieved during the year. Takes ownership of the learning agenda by identifying development needs in consultation with the reporting manager and working towards bridging the gaps through various means beyond just training. Understands the competencies relevant to the role and work towards displaying and developing these effectively. Keeps abreast of relevant professional / industry developments, new techniques, and current issues through continued education and professional networks. Implements practices to bridge gaps identified during departmental audits. Implements the risk policies and processes (operational, regulatory, financial, informational, reputational, and audit risks), ensuring these meet regulatory and internal requirements. Implements the internal control systems in the department and participates in departmental audits. Performs other responsibilities and tasks as directed by the reporting manager in order to meet organizational objectives. Qualification and Years Experience : Based in Jeddah. Bachelor’s degree in Computer Science or Information Technology or a relevant major. Around +5 years of experience with a preference 3 years of experience in a relevant role Prior experience in IT Service Management or a relevant field.

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