IT Service manager

We are looking for a IT Service manager “Saudi National” To be responsible for Planning, organizing, controlling, and evaluating IT assets inventory and procurement needs and processes.

Key Duties

• Day-to-day management of service desk team, coach them, develop their skills and build internal collaboration.
• Drive ITIL best practices, including and not limited to: incidents, problems, change, assets, service request, service catalogue, knowledge management, SLA, service desk and other ITIL areas.
• Monitor individuals and drive IT service performance and KPI’s
• Design, manage and maintain requests within SLA’s across the entire business.
• Adopt AZAQ IT processes, measurements, and standards across the group.
• Hold accountable for all aspects of IT operations services performance issues, problems, and escalations.
• Work closely with technical, applications and security teams to provide necessary support.
• Responsible for resolving issues escalated by end users.
• Manage onboarding/offboarding processes, be the main contact with HR onboarding and recruitment team and hold responsible for all IT equipment, software licenses and accesses preparations.
• Administrating ITSM tool (Ivanti) and ensure information reliability and up to date.
• Identify problems and repetitive incidents in IT operations and implement strategic solutions.
• Audit all IT operations areas, like active users, assets, and assist applications/security teams in their assessments.
• Plan and lead for end user awareness and training.
• Proactively enhance IT services with continuous service improvement initiatives.
• Develop and maintain ITSM knowledge base, SharePoint IT library and training materials.
• Draft reports/documents such as incident reports, executive summaries, IT communication emails and coordinate with the right channels for publishing.
• Assist on preparing annual budget for the entire group.
• Maintain IT equipment, tools and assets and hold accountable.
• Drive internal IT/Business relationship, improve employee engagement with continual service improvement.
• Align IT activities with business needs.

Requirements :

• Minimum bachelor’s degree – any IT discipline
• 5+ years' experience in service desk management.
• Strong analytical, problem-solving and communication skills.
• Emotional intelligent with excellent leadership ability and team spirit.