Senior Specialist - IT Service Management
Qiddiya | القدية
Date: 6 hours ago
City: Riyadh
Contract type: Contractor
The Senior Specialist - ITSM is responsible for the design, governance, and continuous improvement of ITSM processes to ensure consistent, high-quality IT service delivery. This includes ownership of ITSM platforms (e.g., ServiceNow), process enforcement, vendor coordination, reporting, and cost tracking.
Key Responsibilities:
Key Responsibilities:
- Govern and enhance core ITSM processes: Incident, Change, Problem, Request, Knowledge, and Service Catalog.
- Administer and optimize ITSM platforms (e.g., ServiceNow, BMC Remedy, ManageEngine), including automation and user workflows.
- Monitor service KPIs and SLAs, ensuring alignment with internal performance standards.
- Manage service incidents and escalations, ensuring timely resolution and KPI compliance.
- Coordinate with ITSM vendors to ensure SLA and contractual obligations are met.
- Lead post-incident reviews, root cause analyses, and continuous service improvement (CSI) initiatives.
- Document ITSM processes and maintain audit readiness across all areas.
- Support budgeting and procurement for ITSM tools and services.
- Provide training and mentoring to service desk teams and process stakeholders.
- Identify and implement automation opportunities to reduce manual effort and enhance efficiency.
- Drive improvements in service delivery, user experience, and process maturity
- Bachelor's degree in IT, Computer Science, or related field. ITIL 4 Foundation required; ITIL Managing Professional, Lean IT, COBIT, or ISO/IEC 20000 are a plus.
- 4-6 years in IT Service Management with hands-on ownership of ITIL processes and experience using ITSM tools like ServiceNow, Remedy, Ivanti, or ManageEngine.
- Strong knowledge of IT service delivery (including cloud/hybrid), SLA reporting, process optimization, and excellent documentation, training, and communication abilities
How to apply
To apply for this job you need to authorize on our website. If you don't have an account yet, please register.
Post a resumeSimilar jobs
Engineering & Design Manager
SYSTRA,
Riyadh
3 hours ago
SYSTRA is one of the world's leading engineering and consultancy groups specialising in public transport and sustainable mobility. With over 10,300 employees, SYSTRA's mission is to design safe and sustainable transport solutions to bring people together, develop social inclusion and facilitate access to employment, education and leisure throughout the world.For 65 years, the Group has been working alongside cities and...
Pre-printing Leader
SIG Group,
Riyadh
5 hours ago
You may be our new Pre-printing LeaderKey responsibilitiesLead Preprint team to achieve defined plant and department KPIs.Keep good communication and relationship with customer, improve NPS score.Supplier management, cost reduction, cylinder inventory management, color management, design optimization etc.Communicate with customer, sales and agency in design preparationPrepare concerned documents for customer approval and for cylinder supplier proof preparation and cylinder productionInspect and...
4P Commercial & SMB
Lenovo,
Riyadh
5 hours ago
We are Lenovo. We do what we say. We own what we do. We WOW our customers.Lenovo is a US$57 billion revenue global technology powerhouse, ranked #248 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as...
