We are seeking an experienced Senior IT Service Management (ITSM) Specialist to lead and enhance our IT service delivery processes in alignment with ISO 20000 and ITIL best practices. This role is responsible for managing ITSM tools, owning core service management processes, ensuring compliance, and driving continuous service improvements across the organization. The ideal candidate will have a strong background in IT operations, a deep understanding of ITIL and ISO frameworks, and the ability to lead cross-functional collaboration to deliver measurable service excellence.
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Key Responsibilities:
- ITSM Tools Management: Administer, optimize, and lead enhancements for ITSM platforms such as ManageEngine and/or ServiceNow. Ensure tools support end-to-end service delivery, automation, and reporting requirements.
- Process Ownership & Governance: Own and improve core ITSM processes, including Incident, Problem, Change, and Request Fulfillment while ensuring alignment with business objectives and ISO/IEC 20000 standards.
- Performance Monitoring: Define, track, and report on Key Performance Indicators (KPIs) and Key Risk Indicators (KRIs) to evaluate service efficiency and compliance.
- Compliance & Certification: Ensure continuous compliance with ISO/IEC 20000 standards. Support external audits, internal assessments, and ongoing service improvement initiatives.
- ITIL Implementation & Best Practices: Apply ITIL v4 (preferably at Expert or Managing Professional level) methodologies to improve the maturity and effectiveness of service management processes.
- Collaboration & Leadership: Partner with IT operations, infrastructure, cybersecurity, and business units to resolve service-related issues and drive strategic service improvements.
- Service Improvement Plans: Identify service gaps and lead the development and implementation of Service Improvement Plans (SIPs), including root cause analysis and risk mitigation strategies.
Qualifications & Experience:
- Bachelor’s degree in computer science, Information Technology, or a related field.
- Minimum 3 years of experience in IT Service Management or IT Operations.
- Proven hands-on experience with ITSM platforms such as ManageEngine and/or ServiceNow.
- ISO/IEC 20000 certification (mandatory).
- ITIL v4 Expert or Managing Professional certification (preferred).
- Strong understanding of IT infrastructure, support systems, and service delivery models.
- Experience in KPI/KRI reporting and data-driven service improvement.
Key Competencies:
- Strong analytical and problem-solving capabilities.
- Excellent communication and stakeholder engagement skills.
- Demonstrated leadership in cross-functional projects and service governance.
- High attention to detail with strong process orientation.
- Familiarity with IT governance, risk management, and compliance (GRC) principles.
Location: Jeddah, Makkah, Saudi Arabia (On-site)
Job Type: Full-time
