The IT Services Operations Manager (ITSM) is responsible for ensuring the
delivery of high-quality IT services to end-users and stakeholders. This role
requires a professional with a strong background in IT Service Management
(ITSM), with a focus on service delivery, incident management, and continuous
improvement. The ITSM Manager will oversee daily operations and will report to
the Head of Services. He will be working with the Operations/ Service Delivery
Manager reporting to the Services Manager.
Responsibilities:
Manage Service Operations:
Oversee the daily operations of IT services, ensuring that processes,
services, and infrastructure meet the quality and performance standards.
Incident ad Request Management: Manage and prioritize incidents and
service requests, ensuring timely resolution and user satisfaction.
Implement ITSM Best Practices: Implement and adhere to ITIL/ITSM best
practices and methodologies to improve service delivery and customer
satisfaction.
Service Level Management: Develop and manage Service Level Agreements
(SLAs) and ensure that IT services are delivered within -upon timeframes and
standards.
Continuous Improvement: Identify areas for improvement within the service
operations and initiate projects to enhance service quality and efficiency.
Stakeholder Communication: Maintain open lines of communication with
stakeholders, addressing concerns, and providing updates on service-related
issues.
Performance Monitoring: Monitor service delivery metrics and KPIs and
report to IT leadership, focusing on continual service improvement.
Characteristics:
Customer-Oriented: Commitment to providing high-quality services to end-
users and stakeholders.
Proactive: Ability to foresee potential issues and implement preventive
measures.
Detail-Oriented: Attention to detail and focus on continual improvement.
Performance Metrics:
Adherence to SLAs and quality standards.
Improvement in customer satisfaction scores.
Reduction in incident resolution times.
Efficiency and productivity of the IT services team.
Bachelor's degree in information technology, Computer Science, or a related
field.
Significant experience in IT Service Management and Operations, preferably in
a leadership role.
Experience with ITSM tools and ITIL framework is essential.
Certification:
ITIL Certification is highly desirable.
Strong leadership and team management skills.
Excellent communication and interpersonal skills.
Analytical and problem-solving abilities.
Job Location
Riyadh, Saudi Arabia
Company Industry
Integration
Company Type
Employer (Private Sector)
Job Role
Information Technology
Employment Status
Full time
Employment Type
Employee
Job Division
EBS
Technical
Career Level
Management
Years of Experience
Min: 10 Max: 15
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