IT Service Manager (ITSM)
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Key skills for this role
About the Role
Datamatics Technologies seeks an experienced IT Service Manager (Arabic speaker) to lead ITSM functions in Riyadh. You will manage incident, problem, change, and service improvement processes, ensuring high-quality IT service delivery.
Key Skills for This Role
Responsibilities
- Lead and manage Incident Management, Problem Management, Change Management, and Continuous Service Improvement processes
- Develop, implement, and maintain ITSM policies, procedures, and governance frameworks aligned with ITIL best practices
- Manage major incidents and coordinate cross functional teams for timely resolution
- Conduct detailed Root Cause Analysis for critical incidents
- Prepare executive level incident reports and client facing communications
- Develop and execute service improvement plans
- Act as primary point of contact for service related escalations
- Plan, coordinate, and execute business continuity and disaster recovery exercises
Requirements
- Arabic speaker
- Strong understanding of ITIL best practices
- Experience in Incident Management, Problem Management, Change Management, and Continuous Service Improvement
- Excellent stakeholder management skills
- Ability to drive service excellence across a complex IT environment
Full Job Posting
Job Overview
- Seeking an experienced and proactive IT Service Manager (Arabic Speaker) to join our team in Riyadh.
- Responsible for leading IT Service Management functions including Incident Management, Problem Management, Continuous Service Improvement, Risk Management, and IT Service Continuity.
- Requires strong understanding of ITIL best practices and excellent stakeholder management skills.
Key Responsibilities
- Service Management: Lead and manage Incident Management, Problem Management, Change Management, and Continuous Service Improvement processes.
- Incident & Problem Management: Manage major incidents, conduct Root Cause Analysis, chair incident review meetings.
- Service Improvement & Governance: Analyze trends, develop service improvement plans, support audit and compliance.
- Client & Stakeholder Management: Act as primary point of contact for escalations, prepare service performance reports.
- Business Continuity & Operational Excellence: Plan and execute business continuity and disaster recovery exercises.
- Team Leadership: Mentor, coach, and develop team members.
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