Job Title: IT Service Management Specialist (Arabic Speaker)

Location: Kingdom of Saudi Arabia (KSA)

Job Summary

We are seeking an experienced IT Service Management (ITSM) Specialist to join our KSA IT Service Management team. The ideal candidate will have 5–8 years of hands-on experience in IT Service Management, with strong expertise in Incident Management, Problem Management, Continuous Service Improvement, Risk Management, and IT Service Continuity.

The successful candidate will play a key role in designing, implementing, and governing ITSM processes aligned with ITIL 4 best practices, ensuring high service quality, operational excellence, and customer satisfaction. This role requires close collaboration with internal stakeholders and clients to drive service improvements, minimize business disruption, and ensure compliance with established service management processes.

Fluency in Arabic and English is mandatory, as the role involves regular interaction with Arabic-speaking stakeholders and clients.

Key Responsibilities

• Lead and govern IT Service Management functions, including Incident Management, Problem Management, Continuous Service Improvement (CSI), Risk Management, and IT Service Continuity.
• Develop, implement, and maintain ITSM policies, procedures, standards, and governance frameworks aligned with ITIL best practices.
• Monitor compliance with service management processes and ensure adherence across IT teams.
• Manage the lifecycle of incidents and problems, ensuring timely resolution and minimal business impact.
• Conduct detailed Root Cause Analysis (RCA) for major and recurring incidents, documenting corrective and preventive actions.
• Prepare and present RCA reports for critical and high-impact incidents to clients and senior management.
• Chair Major Incident and Problem Review meetings, document action items, and ensure timely closure.
• Monitor incident, problem, and change records to ensure completeness, accuracy, and quality of documentation.
• Analyze trends in incidents, problems, risks, and service performance, providing actionable recommendations for service improvement.
• Develop service quality metrics, dashboards, and reports for management and client review meetings.
• Collaborate with Change Management and technical teams to ensure changes are implemented with minimal operational risk.
• Drive Continuous Service Improvement initiatives through data analysis and process optimization.
• Support Business Continuity Planning by coordinating continuity exercises and ensuring service resilience.
• Identify operational risks and recommend mitigation strategies.
• Mentor, coach, and provide knowledge transfer to team members to enhance ITSM capabilities.
• Build strong relationships with internal stakeholders, vendors, and clients to maintain high levels of customer satisfaction.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related discipline.
• ITIL 4 Foundation Certification (Mandatory).
• Additional ITIL 4 certifications (Managing Professional, Strategic Leader, or Specialist modules) are highly preferred.
• COBIT certification is considered an advantage.

Required Experience

• 5–8 years of experience in IT Service Management.
• Proven expertise in Incident Management and Problem Management within enterprise IT environments.
• Experience implementing and improving ITIL-based service management processes.
• Strong understanding of IT infrastructure, enterprise applications, and service operations.
• Experience performing Root Cause Analysis and managing Major Incidents.
• Experience preparing executive and client-facing service reports.
• Exposure to Business Continuity, Risk Management, and Service Improvement initiatives.
• Experience working within large enterprise or managed services environments is preferred.

Technical Skills

• Strong knowledge of ITIL 4 framework and ITSM best practices.
• Understanding of COBIT and IT governance principles.
• Experience with ITSM platforms such as ServiceNow, BMC Remedy, Jira Service Management, or ManageEngine.
• Strong analytical and reporting skills.
• Ability to interpret service metrics and identify improvement opportunities.
• Excellent documentation and presentation skills.

Required Competencies

• Excellent analytical and problem-solving abilities.
• Strong stakeholder management and communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Customer-focused mindset with a commitment to service excellence.
• Leadership, mentoring, and coaching capabilities.
• Strong organizational and decision-making skills.
• High attention to detail and process governance.

Language Requirements

• Fluent in Arabic (Mandatory)
• Professional proficiency in English (Mandatory)

Must-Have Requirements

• ✔ 5–8 years of IT Service Management experience
• ✔ Fluent Arabic speaker
• ✔ ITIL 4 Foundation Certification
• ✔ Strong experience in Incident Management and Problem Management
• ✔ Experience with Root Cause Analysis (RCA)
• ✔ Knowledge of ITIL best practices and ITSM governance
• ✔ Experience with enterprise ITSM tools (ServiceNow, BMC Remedy, Jira Service Management, etc.)
• ✔ Bachelor's degree in IT or related field