Senior Information Technology Service Management Consultant

We are seeking a skilled ITSM (IT Service Management) Consultant to join our team in Riyadh, Saudi Arabia. The ideal candidate will be responsible for implementing and managing ITSM processes and tools to ensure efficient and effective IT service delivery. This role requires a deep understanding of ITIL (Information Technology Infrastructure Library) best practices and the ability to work closely with various stakeholders to drive continuous improvement in IT services.

Key Responsibilities:

• Implement and manage ITSM processes and tools.
• Collaborate with stakeholders to identify and address IT service management needs.
• Ensure compliance with ITIL best practices.
• Monitor and report on IT service performance.
• Provide training and support to IT staff on ITSM processes and tools.
• Drive continuous improvement in IT service delivery.
• Assist in the development and maintenance of ITSM documentation.
• Develop processes, procedures, and runbooks for the IT operations center.
• Conduct audits and assessments to determine the AS-IS state of IT operations.
• Define the TO-BE state and provide recommendations for improvements.
• Develop initiatives and detailed implementation and remediation plans.

Core/Critical Processes:

• Issues detection and triage processes.
• Problem determination (Root cause analysis) processes.
• New systems onboarding processes.
• Alerting processes.
• Services level indicators (SLIs) processes.
• Systems performance data analytics processes.
• Systems performance reporting processes.
• Observability platforms support and maintenance processes.
• Systems performance data quality, integrity, and security processes.

Languages:

• Documentation to be provided in both English and Arabic.

Qualifications:

• Bachelor's degree in information technology, Computer Science, or a related field.
• Proven experience as an ITSM Consultant or similar role.
• Strong knowledge of ITIL best practices.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Strong problem-solving and analytical skills.
• Experience with ITSM tools such as ServiceNow, BMC Remedy, or similar.

Preferred Qualifications:

• ITIL certification.
• Experience in project management.
• Familiarity with other IT frameworks such as COBIT or ISO/IEC 20000.