❖ Job Summary
An IT service manager is responsible for defining service level agreements (SLAs) and operational level agreements (OLAs) across all relevant business functions. He will manage a fully functioning multi-sourced service support team with a customer-centric support approach across multiple locations, focused on service availability and performance.
❖ Job Goals & Objectives
IT Service Manager is responsible for managing and overseeing the company’s ICT Service delivery across all company sites. This includes playing an integral role in overseeing the operations of the company’s service desk by ensuring optimal service levels by building strong and motivated teams. The IT Service Manager also manages the customer service relationships with internal and external stakeholders and ensures that the service team meets its delivery and reporting obligations.
❖ Key Functional Responsibilities to IT Service Manager
❖ Team member availability, and based on their skills.
❖ ICT service perspective.
services in the catalog.
❖ Key Performance Indicators
▪ SLA breach rate <2%
▪ Cost per ticket
▪ Net Promoter Score
▪ Service Team utilization ▪ End-user satisfaction
▪ Mean time to resolve
❖ Work Environment and Conditions
▪ Working conditions will be adequate for an office environment or otherwise.
▪ The Company’s Jeddah headquarters shall be the working base of the IT Service Manager ▪ Official timings shall be in compliance with KSA Ministry of Labor laws
▪ Travel will be at the discretion of the CEO within Saudi Arabia
Minimum Bachelor’s degree in Marketing or Business, Computer Engineering, or Computer Science from a reputed University.
At least 5+ years of experience with the latest 2 years being in a similar position with experience in the IT service management (ITSM) framework.
Knowledge of document management methods
Practical experience in the delivery and execution of ICT services
Ability to read and write Arabic and English.
Ability to interpret documents such as Sales Business Models.
Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations
➢ Should have high emotional intelligence.
➢ Strategic mindset and executive presence – this is a high-visibility role with daily interaction
with senior leaders
➢ Strong interpersonal skills, with a track record of cross-functional leadership
➢ Strong written and verbal communication skills; a persuasive and passionate communicator
with excellent public speaking skills.
➢ Ability to define problems, collect data, establish facts, and draw valid conclusions
➢ Passion, humility, integrity, positive attitude, mission-driven, and self-directed.
➢ Action Oriented, ability to learn and get trained on new techniques and principles