Change & Problem Management (ITIL)

Welvaart; Riyadh; On-site; SAR 250,000 - 450,000; Full time

Job summary

Welvaart is seeking an experienced ITIL-based governance leader to establish structured incident, problem, and change management. The role emphasizes war-room coordination, RCA for recurring issues, and maintaining the Known Error Database to improve operational efficiency.

You will drive KPI development, ensure SLA/OLA compliance, and coach teams on ITIL practices. This position is Riyadh-based with a rotational work pattern across locations.

Qualifications

• Bachelor's degree in IT, Engineering, or related field.
• ITIL v3/v4 certification (mandatory).
• 8+ years of experience in Service Management, NOC, or IT operations.
• Strong experience in Incident, Problem, and Change Management processes.
• Proven experience leading major incident management (war rooms, escalations).
• Experience with ITSM tools (ServiceNow, Remedy, BMC).
• Strong analytical skills for RCA and trend analysis.
• Ability to define and enforce governance frameworks and KPIs.
• Experience working in telco or large-scale operations environments.
• Excellent communication and stakeholder management skills.

Responsibilities

• Define and enforce Incident, Problem, and Change Management processes aligned with ITIL best practices.
• Lead major incident management activities, including war-room coordination and stakeholder communication.
• Conduct structured Root Cause Analysis (RCA) for recurring issues.
• Manage and maintain Known Error Database (KEDB).
• Analyze incident trends to identify systemic issues and improvement opportunities.
• Ensure proper prioritization, categorization, and resolution tracking of incidents.
• Oversee change approval processes and risk assessment frameworks.
• Coordinate cross-functional teams to ensure adherence to governance processes.
• Establish KPIs and metrics for service quality and operational performance.
• Drive continuous service improvement (CSI) initiatives across NOC operations.
• Ensure compliance with SLA/OLA targets and reporting requirements.
• Provide training and coaching on ITIL practices to operational teams.

Skills

Incident Mgmt

Problem Mgmt

Change Mgmt

ITIL

NOC

RCA

KEDB

Stakeholder Mgmt

SLA/OLA

ITSM Tools

Education

Bachelor's degree in IT/Engineering/Related field

Tools

ServiceNow

Remedy

BMC

Job description

About Welvaart

At Welvaart, we create technology solutions that put people at the center. Our close leadership style and flexible culture of growth empower our teams and elevate the quality of our delivery. We combine rigor, innovation, and empathy to drive projects that transform businesses and build lasting relationships of trust.

We complement this vision with a performance‑driven Digital Marketing offering, helping companies strengthen their visibility, enhance their online presence, and accelerate growth through smart, measurable strategies.

Project

Establish and enforce ITIL-based governance to ensure structured incident, problem, and change management. Drive root cause analysis, reduce recurring issues, and improve operational efficiency. Enable data‑driven decision‑making, ensure compliance with SLAs, and support continuous improvement initiatives to build a scalable, mature, and high‑performing NOC operating model.

Role

• Define and enforce Incident, Problem, and Change Management processes aligned with ITIL best practices.
• Lead major incident management activities, including war‑room coordination and stakeholder communication.
• Conduct structured Root Cause Analysis (RCA) for recurring issues.
• Manage and maintain Known Error Database (KEDB).
• Analyze incident trends to identify systemic issues and improvement opportunities.
• Ensure proper prioritization, categorization, and resolution tracking of incidents.
• Oversee change approval processes and risk assessment frameworks.
• Coordinate cross‑functional teams to ensure adherence to governance processes.
• Establish KPIs and metrics for service quality and operational performance. [BRM_Review…rvice (FP) | PowerPoint]
• Drive continuous service improvement (CSI) initiatives across NOC operations.
• Ensure compliance with SLA/OLA targets and reporting requirements.
• Provide training and coaching on ITIL practices to operational teams.

We are looking for

• Bachelor's degree in IT, Engineering, or related field.
• ITIL v3/v4 certification (mandatory).
• 8+ years of experience in Service Management, NOC, or IT operations.
• Strong experience in Incident, Problem, and Change Management processes.
• Proven experience leading major incident management (war rooms, escalations).
• Experience with ITSM tools (ServiceNow, Remedy, BMC).
• Strong analytical skills for RCA and trend analysis.
• Ability to define and enforce governance frameworks and KPIs.
• Experience working in telco or large‑scale operations environments.
• Excellent communication and stakeholder management skills.
• Project Location: Riyadh, Saudi Arabia.

  The role follows a rotational work arrangement. Employees are typically assigned to Riyadh for an initial period of three months, followed by 15 days in their home country. This is then followed by a further three‑month assignment in Riyadh. The remainder of the year is worked remotely. This rotation pattern is repeated annually.

What you can discover with us?

• Be part of a tech start‑up
• Different scopes of project in different sectors
• Structure of fairness and equity salary (Consultant Profile)
• Training & Certification
• Career Path management
• More than 30 Partnerships

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