Almanea Co. تعلن عن وظيفة مدير خدمات تقنية المعلومات في الرياض

Job Title : IT Service Manager.

Business Line/ Department : IT Operations / IT.

Reports to - Head of IT Operations.

Job Purpose:

The Job Holder is Responsible for drives IT service management processes across the Almanea IT Division, ensuring ITIL-aligned delivery of incident, problem, change, asset, and service level management. Acts as the process guardian to maintain service quality and governance.

Job Deliverables - Accountability

Description :

• Deliverables
• IT service catalog & SLA definitions (services, scope, service levels)
• SLA performance reports (availability, response time, resolution KPIs)
• Incident & problem management reports (RCA, trends, major incidents)
• Service desk performance dashboards (tickets, resolution, backlog)
• Service improvement plan (CSI roadmap)
• Customer/service satisfaction reports (user feedback, service quality metrics).

Know How (applying of knowledge & skills in job tasks)

• Duties

ITSM Process Ownership

• Own and continuously improve ITIL-aligned processes: incident, problem, change, release, and asset management.
• Maintain and update ITSM process documentation, workflows, and operating procedures.
• Chair the Change Advisory Board (CAB) and govern all change records.

Service Level Management

• Define, agree, and manage SLAs and OLAs with business units and IT teams.
• Produce regular service performance reports with trend analysis for the Head of IT Operations.
• Proactively identify service quality issues and drive corrective action plans.

ITSM Tooling

• Administer and optimize the ITSM platform.
• Configure workflows, dashboards, and reporting to support operational needs.

Service Catalogue Management

• Maintain and evolve the IT Service Catalogue, ensuring services are clearly defined and communicated.
• Onboard new services and retire obsolete services following a structured process.

Note: The principal accountabilities listed above are an illustrative list and not an exhaustive list. Additional responsibilities may be added from time to time depending on organizational requirements.

Qualification and Experience :

• Minimum Qualification
• Bachelor’s degree in IT, Computer Science, or related field
• Certified in ITIL 4 Foundation (mandatory); ITIL 4 Managing Professional preferred.
• Minimum Experience
• Minimum Experience of 6-8 years in IT service management roles. Retail or consumer electronics environment preferred.
• Proven experience is a must.
• Other Requirement (Skills Set)
• ITIL 4 process design and implementation.
• ITSM platforms: ServiceNow, Jira SM, or equivalent.
• SLA/OLA definition and management.
• Change and release management in a retail environment.
• Analytical skills for service reporting and trend analysis.
• Arabic (Native/Professional) · English (Professional).