Service Excellence and Technical Services

Location:

Jubail, Saudi Arabia
Education: Bachelor’s degree in Information Technology, Computer Science, or related field
Experience: 1–5 years in IT Service Excellence, Performance Management, or Technical Services
Monthly Salary Package: 9,000 SAR

Qualifications:

• Strong understanding of IT service management, incident analysis, and KPI reporting
• Hands-on experience in vendor performance reporting and cost performance analysis
• Ability to identify service improvement opportunities and develop actionable improvement plans
• Knowledge of problem management, process initiation, and IT process awareness
• Experience in process design, re-engineering, and continuous improvement
• Familiarity with frameworks such as ITIL, CMMI, COBIT
• Support experience in ISO 20000 implementation
• Skills in service level monitoring and reporting
• Ability to support development of IT Service Catalogues
• Strong analytical and performance management skills
• ITIL Certification (Foundation minimum)
• ISO Practitioner certification (preferred)
• Strong interpersonal and communication skills (verbal and written)
• Must be fluent in Arabic

Language Requirements: English & Arabic (mandatory)

Responsibilities:

• Perform IT incident analysis and generate reports on performance metrics
• Monitor vendor performance and internal/external IT KPIs
• Conduct cost performance analysis and reporting
• Identify, propose, and develop service improvement plans
• Facilitate IT process initiation, updates, and awareness sessions
• Contribute to problem management and continuous process improvement initiatives
• Support ISO 20000 implementation efforts
• Design and present visual performance dashboards and reports
• Support the creation and maintenance of IT Service Catalogues
• Enhance IT effectiveness by measuring and improving service performance from a business perspective
• Ensure compliance with IT governance frameworks (ITIL, COBIT, CMMI)

Work Pattern: In person
Interview: Remote