IT Service Manager (Arabic Speaker)

Location: Riyadh, Saudi Arabia
Employment Type: Full-Time
Experience Required: 5+ Years
Industry: Information Technology / Managed Services / Digital Transformation

About the Role

We are seeking an experienced and proactive IT Service Manager (Arabic Speaker) to join our team in Riyadh. The successful candidate will be responsible for leading IT Service Management functions, including Incident Management, Problem Management, Continuous Service Improvement, Risk Management, and IT Service Continuity.

This role requires a strong understanding of ITIL best practices, excellent stakeholder management skills, and the ability to drive service excellence across a complex IT environment. The candidate will work closely with internal teams, clients, and senior leadership to ensure high-quality IT service delivery while minimizing operational disruptions.

Key Responsibilities

Service Management

• Lead and manage Incident Management, Problem Management, Change Management, and Continuous Service Improvement processes.
• Develop, implement, and maintain ITSM policies, procedures, and governance frameworks aligned with ITIL best practices.
• Ensure compliance with established service management standards and operational procedures.
• Monitor service performance against agreed SLAs and KPIs.

Incident & Problem Management

• Manage major incidents and coordinate cross-functional teams to ensure timely resolution.
• Conduct detailed Root Cause Analysis (RCA) for critical incidents using methodologies such as 5 Whys and Fishbone Analysis.
• Chair incident review meetings and ensure action items are tracked through to completion.
• Prepare executive-level incident reports and client-facing communications.

Service Improvement & Governance

• Analyze trends related to incidents, problems, risks, and service performance.
• Develop and execute service improvement plans to enhance operational efficiency and customer satisfaction.
• Identify recurring issues and drive preventive and corrective actions.
• Support audit, compliance, and risk management initiatives.

Client & Stakeholder Management

• Act as the primary point of contact for service-related escalations.
• Prepare and present service performance reports to clients and senior management.
• Participate in client governance meetings and ensure high levels of customer satisfaction.
• Build strong relationships with business stakeholders and technology teams.

Business Continuity & Operational Excellence

• Plan, coordinate, and execute business continuity and disaster recovery exercises.
• Oversee service availability, monitoring, and operational resilience initiatives.
• Support organizational readiness for critical incidents and service disruptions.

Team Leadership

• Mentor, coach, and develop team members.
• Promote a culture of accountability, collaboration, and continuous improvement.
• Ensure team members maintain the required technical and process-related competencies.

Required Qualifications

Education

• Bachelor’s Degree in Information Technology, Computer Science, Engineering, or a related discipline.

Certifications

• ITIL 4 Foundation Certification (Mandatory).
• Additional ITIL certifications are highly desirable.
• COBIT, ISO 20000, ISO 27001, PMP, or Prince2 certifications will be an advantage.

Required Experience

• Minimum 5 years of experience in IT Service Management.
• Strong experience managing Incident, Problem, and Change Management processes.
• Experience working in enterprise-scale IT environments.
• Exposure to infrastructure, applications, cloud services, and managed services environments.
• Experience interacting with clients and senior business stakeholders.

Skills & Competencies

• Strong analytical and problem-solving capabilities.
• Excellent communication and presentation skills.
• Strong leadership and stakeholder management abilities.
• Experience preparing RCA reports and executive-level communications.
• Ability to perform effectively in high-pressure environments.
• Strong organizational and time management skills.
• Customer-focused mindset with a commitment to service excellence.

Language Requirements

• Native or Fluent Arabic Speaker (Mandatory)
• Strong English communication skills (written and verbal).