IT Service Management Associate

ASMO is a groundbreaking joint venture between DHL and Saudi Aramco. Inheriting DHL’s logistics excellence and Saudi Aramco’s extensive supply chain ecosystem, we are here to set a new benchmark and redefine the procurement and supply chain landscape, enabling growth.

ASMO aims to be operational in 2025 and provide reliable end-to-end integrated procurement and supply chain services for companies across the industrial, energy, chemical, and petrochemical sectors. Our focus customers in the short term will be Saudi Aramco and its Affiliates. In the long term, all the industrial sectors within Saudi Arabia aim to reach the MENA region.

Objective :

The IT Service Mgmt. Coordinator responsible for managing and optimizing IT service delivery processes, ensuring alignment with ASMO’s business needs and industry best practices. They oversee the implementation of IT service management frameworks, monitor service performance, and drive continuous improvement across ASMO.

General Responsibilities :

• The role holder will have knowledge of the rules, procedures and in some cases, the principles and practices within the IT Service Management area. They will be tasked with selectively extracting, verifying, and compiling objective and measurable data. In some instances, they may determine the course of action based on established principles and modify existing processes and methods.
• Design, implement, and improve IT service management processes and procedures at ASMO.
• Monitor and report on key performance indicators (KPIs) to measure and improve service quality and customer satisfaction.
• Collaborate with IT teams, business stakeholders, and external vendors to define and implement service level agreements (SLAs) and operational level agreements (OLAs).
• Conduct regular service reviews to identify areas for improvement and implement corrective actions.
• Lead incident and problem management processes to ensure timely resolution and root cause analysis.
• Develop and deliver IT service management training and awareness programs.
• Recommend training and development interventions for team members to build their capabilities.
• Contribute to the identification of opportunities for the continuous improvement of systems, processes and practices to increase productivity and operational efficiency.
• Implement all relevant IT Solutions department’s policies, processes, procedures and instructions so that work is carried out in a controlled and consistent manner.
• Contribute to the preparation of timely and accurate reports to meet departmental requirements, policies and standards.

Qualifications :

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