ITSM Manager & Capacity Manager - Associate Manager
DXC Technology
Date: 4 hours ago
City: Riyadh
Contract type: Full time
Job Description
Role
We are seeking an experienced and highly organized ITSM & Capacity Manager to oversee both IT Service Management (ITSM) processes and capacity planning for our enterprise IT environment. This hybrid role is critical in ensuring the delivery of high-quality IT services, while also managing performance and resource planning to meet current and future business demands. The successful candidate will lead ITIL-aligned service management practices and proactively manage IT infrastructure capacity to maintain optimal performance, availability, and cost-efficiency.
Essential Job Functions
ITSM Responsibilities:
Basic Qualifications
Bachelor's degree in a relevant field or equivalent combination of education and experience
Typically, 6+ years of relevant work experience in industry, with a minimum of 2+ years in ITSM and capacity management role
Effective communication skills
In-depth knowledge of ITIL; ITIL Foundation certification required.
Hands-on experience with ITSM platforms (e.g., ServiceNow, BMC Remedy) and capacity monitoring tools (e.g., SolarWinds, Nagios, Azure Monitor).
Strong analytical, problem-solving, and stakeholder management skills.
Ability to interpret technical data and present meaningful insights to both technical and business audiences.
Proven experience in infrastructure technology management
Proficiencies in technical knowledge and teamwork
A continuous learner that stays abreast with industry knowledge and technology
Other Qualifications
An advanced degree in a relevant field is a plus
ITIL Intermediate or Managing Professional certifications.
Experience in budget and cost optimization tied to capacity usage.
At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.
Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.
Role
We are seeking an experienced and highly organized ITSM & Capacity Manager to oversee both IT Service Management (ITSM) processes and capacity planning for our enterprise IT environment. This hybrid role is critical in ensuring the delivery of high-quality IT services, while also managing performance and resource planning to meet current and future business demands. The successful candidate will lead ITIL-aligned service management practices and proactively manage IT infrastructure capacity to maintain optimal performance, availability, and cost-efficiency.
Essential Job Functions
ITSM Responsibilities:
- Lead and manage ITIL-based service management processes including Incident, Problem, Change, Request, and Release Management
- Own the ITSM roadmap and ensure alignment with business goals and compliance standards
- Oversee the ITSM toolset (e.g., ServiceNow, BMC, Cherwell), including process automation and reporting
- Maintain SLAs/OLAs and ensure performance tracking and service reporting
- Facilitate service reviews, drive continual service improvement (CSI) initiatives, and manage stakeholder expectations
- Collaborate with IT and business teams to optimize service delivery and ensure consistent adoption of ITSM practices
- Assist in the management and operation of infrastructure services, providing support to the team
- Contribute to the implementation of infrastructure strategies and projects
- Monitor and analyze infrastructure performance, usage, and trends across servers, networks, and cloud resources
- Forecast future capacity requirements based on business growth, projects, and system changes
- Collaborate with infrastructure, application, and business teams to align capacity with strategic objectives
- Identify bottlenecks, risks, and under/over-utilized resources; recommend proactive actions
- Develop capacity plans to support project delivery, operational stability, and budget forecasting
- Produce regular reports and dashboards showing key capacity and performance metrics
Basic Qualifications
Bachelor's degree in a relevant field or equivalent combination of education and experience
Typically, 6+ years of relevant work experience in industry, with a minimum of 2+ years in ITSM and capacity management role
Effective communication skills
In-depth knowledge of ITIL; ITIL Foundation certification required.
Hands-on experience with ITSM platforms (e.g., ServiceNow, BMC Remedy) and capacity monitoring tools (e.g., SolarWinds, Nagios, Azure Monitor).
Strong analytical, problem-solving, and stakeholder management skills.
Ability to interpret technical data and present meaningful insights to both technical and business audiences.
Proven experience in infrastructure technology management
Proficiencies in technical knowledge and teamwork
A continuous learner that stays abreast with industry knowledge and technology
Other Qualifications
An advanced degree in a relevant field is a plus
ITIL Intermediate or Managing Professional certifications.
Experience in budget and cost optimization tied to capacity usage.
At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.
Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.
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