IT Service Management Lead

IT Service Management Lead (Saudi National)

Key Responsibilities

Act as the primary point of contact between Operations and the Service Provider.

Ensure services and deliverables are provided within agreed scope, quality, and timelines.

Oversee SLA management, vendor performance, and stakeholder engagement.

Lead service governance activities including reporting dashboards and service reviews.

Manage service improvement initiatives to ensure continuous enhancement of service

quality.

Support compliance with ITIL, ISO 20000, and ISO 27001 frameworks.

Maintain and review the service catalog including service updates and additions/removals.

Supervise change management activities to ensure controlled implementation and minimal business impact.

Ensure proper resource allocation and follow up on operational deliverables

Qualifications:

Bachelor Degree in Computer, Information Technology, or equivalent

ITIL Certified

Experienced in ISO 27001

Experienced in ISO 20000

At least 10 years of experience in IT

At least 7 years of experience in managed services or outsourcing projects

Experienced in setting up IT policies and procedures

Experienced in setting up SLAs

Bilingual Arabic / English

candidate is a must Saudi Arabian.