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IT Manager

IT Manager

Our Valued Client in Saudi Arabia is Urgently looking for IT Manager



/ month



Company Profile

500 Employees


5+ years of Experience

Minimum Bachelor’s degree in Marketing or Business, Computer Engineering, or Computer Science.

Job Description

❖ 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
  • Manages information technology (IT) tasks and staff, establishes relationships with external clients, services computer systems and software, and maintains computer networks and user connectivity.
  • Manage the interface with the Company’s internal stakeholders, internal ICT team, and external stakeholders.
  • Lead the ICT service implementation process and all related activities (e.g., procurements) in close coordination with ICT management and other stakeholders.
  • Mentor and direct team members for timely completion of assigned projects.
  • Assigning tasks to technicians/service team throughout each workday that are based on SLAs,
❖ Team member availability, and based on their skills.
  • Coordinates troubleshooting, support, and service for equipment and networks when necessary
  • Contribute to the service definition, deployment, operations, and further development from the
❖ ICT service perspective.
  • Manage the service delivery on a day-to-day basis, act as the Company interface towards the service provider(s) and remedy any issues, escalate problems to ICT management, and propose solutions and improvements.
  • Manage assigned ICT contracts with a focus on efficient ICT service delivery based on formal SLAs and assigned budgets.
  • Coordinate and actively prepare the technical and contractual documentation for the services.
  • Define and monitor service level agreements, KPIs, and other service parameters to monitor the




❖ Performance of the service(s).
  • Operate in compliance with the Company’s Quality Management standards and perform tasks
❖ Related to quality management.
  • Maintain and ensure continuous improvement of ICT service catalog.
  • Ensure the development of service-level agreements and operational-level agreements for all

services in the catalog.

  • Manage ICT service requests, ensuring compliance with agreed governance processes and
❖ Workflows.

    ❖ 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

❖ Qualification Requirements
Education and/or Experience

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

❖ Language Skills

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

What We Offer



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