The purpose of this position is leading the ITSM process implementation, evaluating risk matters
within IT, and ensuring contingency procedures are followed and maintained
Requirements
Assess current IT operations maturity, identify gaps and shape solutions
Set up ITSM planning, identify implementation requirements, and design ITSM blueprint
roadmap
Develops, documents, maintains,and audits ITSM processes and procedures
Define RACI matrix for IT resources
- Ensure that each process has a clearly defined input and outcome
Improve customer experience by delivering a cohesive and effective set of solutions through
a clear strategy and data-driven delivery model.
Proactively learn new concepts and technologies in the event analysis of situations requires
an in-depth knowledge of organizational objectives.
Develop ITSM Metrics, KPI’s, and SLA’s
Analyze information obtained from ITSM tools and makes sound recommendations for
process improvements
Assess AS-IS ITSM technology, process & policies, and resource and identify weakness area
and pain point compared to industry best practices
Deliver impeccable quality of people, process, and tooling consultation to ensure our clients
are properly guided and supported in the areas of their business for which we’re contracted
to engage
Demonstrate maximum breadth of understanding and flexibility across all IT subject areas to
relentlessly and tactfully seek out opportunities to grow and elongate the client engagements
Makes decisions regarding process and/or service improvements and third-party tools for
implementation
Drives the execution of ITSM roadmaps to ensure that processes and/or services are aligned
with stakeholder needs
Leads ITSM process and/or service improvement efforts for designated initiatives by
cultivating strong collaborative working relationships with cross-functional teams on
process improvement project
Skills And
Qualifications
Bachelor/Master’s degree in IT or relevant field
Minimum of 10 years relevant experience in IT and at least 7 years of experience in ITSM
field
Arabic and English (Advance level )
Understanding and hands-on experience in ITSM tool implementation such as ServiceNow,
JIRA, and BMC Remedy
Experience and understanding of IT Service Management (ITSM) services, IT Enterprise
architectures, and how to serve as an advocate for an assigned service area
Familiarity with various IT service management frameworks and methodologies
Certified in one or more ITIL Managing professional , COBIT 2019 Design and
Implementation , ISO 20000 LA/LI is a must
