The Service Management Manager is responsible for leading and governing all IT Service Management (ITSM) processes across the organization. This role ensures the stability, performance, and continuous improvement of IT services through effective management of incident, change, and service processes, while ensuring alignment with ITIL best practices, internal governance, and business expectations. The role will work closely with infrastructure, application, and business teams to ensure reliable service delivery and optimal customer experience.
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Location
Riyadh, Saudi Arabia
Key Responsibilities
- Own and manage ITSM processes including Incident Management, Change Management, and Service Request Management
- Create and lead service management communication strategy
- Ensure adherence to ITIL framework and enterprise governance standards
- Lead end-to-end incident management ensuring timely resolution and communication
- Manage major incident handling, root cause analysis completion by the stakeholders with the relevant teams, and preventive action tracking
- Collaborate with stakeholders and CISO on change management lifecycle including CAB processes and risk assessment
- Ensure all changes are properly documented, approved, and tracked
- Monitor service performance against SLAs and OLAs and drive continuous improvement
- Produce service reporting dashboards and communicate performance to stakeholders
- Manage and optimize ServiceNow (SNow) ITSM modules
- Maintain CMDB accuracy, governance, and configuration integrity
- Support IT service continuity planning including disaster recovery readiness
- Identify risks impacting service availability and implement mitigation actions
- Act as the primary interface between IT and business stakeholders on service performance
- Coordinate with vendors and third-party providers to ensure service delivery standards
Qualifications
- Bachelor’s degree in Information Technology, Computer Science, or related field
- ITIL certification (mandatory)
- Minimum 5+ years of experience in IT Service Management
- Proven experience in Incident Management and Change Management
- Strong experience with ServiceNow (SNow) platform
- Familiarity with CMDB management and IT service governance
- Candidates must be based in Riyadh, KSA
Skills
- ITIL Service Management Processes (Incident, Change, Service Requests)
- ServiceNow (SNow) ITSM modules
- CMDB management and service configuration control
- SLA monitoring and service performance reporting
- Service continuity and disaster recovery practices
- Stakeholder and vendor management
- Communication and collaboration
- Problem-solving and analytical thinking
- Strong governance and organizational skills
