IT Governance and Service Management

The IT Governance and Service Management role is responsible for driving IT assessments, creating strategic recommendations, and developing IT policies, processes, and procedures. This position leads IT governance, ITSM, and IT quality management training initiatives, while also designing IT service catalogs and organizational structures. The specialist manages ITIL and ISO/IEC 20000 implementation projects, supports pre-sales activities, and assists in proposal development. A deep understanding of IT service management frameworks, organizational design, and project management is required, with a focus on improving IT efficiency, compliance, and service delivery.

Location
Riyadh, Riyadh Province, Saudi Arabia

Key Responsibilities

• Conduct IT Assessments and Develop Strategic Recommendations
  Lead comprehensive IT assessments to evaluate current systems, infrastructure, and processes. Provide actionable recommendations to enhance IT efficiency, compliance, and alignment with organizational goals. Develop a structured IT roadmap for long-term success and digital transformation.

• Design and Implement IT Policies, Processes, and Procedures
  Spearhead the design and implementation of robust IT governance policies, frameworks, and processes to ensure operational excellence, risk management, and compliance with industry standards. Tailor processes to enhance performance and maintain consistency across the IT organization.

• Lead IT Governance, ITSM, and IT Quality Management Training & Awareness Initiatives
  Manage and deliver engaging training sessions and workshops focused on IT governance, IT Service Management (ITSM), and IT quality management best practices. Foster a culture of IT excellence by building awareness across all levels of the organization on the importance of IT compliance, security, and quality management.

• Design and Build Comprehensive IT Service Catalogs
  Develop and maintain a detailed and user-friendly IT Service Catalog, ensuring all IT services are accurately defined, categorized, and aligned with business needs. Work closely with business units to ensure the catalog reflects real-time service offerings and processes.

• Establish IT Organizational Structure with Defined Roles and Responsibilities
  Design a future-proof IT organizational structure, including clear roles and responsibilities. Ensure alignment with business goals and efficient management of resources. Develop job descriptions and define key performance indicators (KPIs) to measure success.

• Lead and Manage ITIL and ISO/IEC 20000 Implementation Projects
  Oversee the implementation of ITIL frameworks and ISO/IEC 20000 certification processes. Manage cross-functional teams to ensure the successful deployment of service management practices that meet industry standards and improve service delivery.

• Participate in Pre-Sales Activities and Present IT Governance & ITSM Solutions
  Engage in pre-sales activities by collaborating with sales teams to effectively communicate the value proposition of IT governance and ITSM solutions to potential clients. Provide expert insights on how these frameworks can drive efficiency, compliance, and business transformation.

• Support Proposal Preparation and Presentation
  Assist in the preparation and presentation of proposals to prospective clients, tailoring solutions to their specific needs. Demonstrate in-depth knowledge of IT governance frameworks, ITSM, and other relevant IT services to build compelling business cases.

Qualifications

• Proven expertise in IT governance & ITSM frameworks (COBIT, ITIL, ISO/IEC 20000, etc.).
• Strong project management skills, particularly in IT Governance, ITSM, and ISO/IEC 20000 implementations.
• Excellent communication and presentation abilities.
• Strong understanding of organizational design, roles, and responsibilities in IT.
• Experience leading and delivering IT training and awareness sessions.
• Ability to collaborate with cross-functional teams and senior management.
• Relevant certifications (e.g., ITIL 4 Master, ITIL 4 Managing Professional, ITIL V3 Expert, ISO/IEC 20000 Lead Implementer, COBIT Design and Implementation, CGEIT, etc.) are a plus.

Additional Information
Business Unit: Strategy & Transformation
Level: Mid - Senior Level