IT Service Level Manager

Requirements

• Functional Expertise:
• Understanding of SLA/KPI management and service performance tracking
• Experience in IT cost management, budgeting, or financial reporting
• Familiarity with IT governance frameworks (e.g. ITIL, COBIT)
• Tools & Methods:
• Advanced Excel skills
• Experience with vendor management and reporting tools (e.g. ServiceNow, dashboards)
• Experience with BI tools (e.g. Power BI)
• Familiarity with contract and procurement processes
• Understanding of IT service management frameworks (e.g. ITIL v3/v4)
• Experience with performance reporting and data-driven decision-making
• Stakeholder & Ways of Working:
• Strong stakeholder management across IT, Finance, and vendors
• Ability to balance operational and financial perspectives
• Structured, analytical, and solution-oriented mindset
• High ownership and accountability
• Domain / Context:
• Experience in banking or other regulated environments is preferred
• Qualifications & Additional Requirements:
• Bachelor’s or Master’s degree in Finance, Business Administration, Information Systems, or a related field
• Fluent in English (mandatory); Arabic is a plus
• Strong analytical and problem-solving skills
• Ability to work in a complex, fast-paced, and transformation-driven environment
• Strong communication skills with the ability to engage both technical and non-technical stakeholders
• High level of ownership, reliability, and attention to detail
• Ability to manage multiple priorities across service, vendor, and financial topics