Information Technology Project Manager

Giza Systems; Riyadh; On-site; SAR 200,000 - 300,000; Full time

Job summary

A leading technology solutions provider in Riyadh is seeking an experienced IT Project Manager to oversee Change Requests and Service Requests. The successful candidate will be responsible for coordinating with internal teams and external vendors, ensuring SLA compliance, and tracking key performance indicators. With a strong focus on communication and operational governance, this role is ideal for someone with extensive experience in IT service management. Fluency in Arabic and English is preferred.

Qualifications

• Minimum 6 years of experience in IT Project Management or IT Service Management roles.
• Strong IT background with hands-on experience in operational and support environments.
• Proven experience working with ticketing systems.

Responsibilities

• Create, log, track, and manage Change Requests (CRs) and Service Requests (SRs).
• Coordinate with internal teams and external vendors for execution.
• Monitor progress and ensure timely delivery in adherence to SLAs.
• Provide regular status updates and escalate issues as needed.
• Produce and maintain KPIs and periodic reports on performance.

Skills

IT Project Management

Stakeholder management

Communication skills

Problem-solving

Data analysis

Coordination skills

Operational governance

Service improvement

Education

PMP certification

ITIL certification

Tools

Jira

Job description

We are seeking an experienced IT Project Manager to act as a Support Coordinator, responsible for managing and following up on Change Requests (CRs) and Service Requests (SRs), coordinating with internal teams and external vendors, and ensuring SLA compliance. The role focuses on operational governance, ticket execution tracking, KPI reporting, and effective communication across stakeholders.

Key Responsibilities

• Create, log, track, and manage Change Requests (CRs) and Service Requests (SRs).
• Coordinate with internal technical teams and external vendors to ensure proper execution of requests.
• Monitor progress of tickets and activities, ensuring timely delivery and adherence to agreed SLAs.
• Provide regular status updates to stakeholders and escalate issues when risks or delays are identified.
• Ensure proper closure and documentation of all requests in accordance with defined processes.
• Enforce process compliance and ensure teams do not exceed SLA targets.
• Produce and maintain KPIs and periodic reports related to response times, resolution times, and overall performance.
• Communicate effectively with internal and external parties regarding planned and unplanned activities, incidents, and changes.
• Support continuous service improvement by identifying gaps and improvement opportunities.

Required Qualifications & Experience

• Minimum 6 years of experience in IT Project Management or IT Service Management roles.
• Strong IT background with hands-on experience in operational and support environments.
• PMP certification.
• ITIL certification.
• Proven experience working with ticketing systems, specifically:
• Jira
• Strong coordination and follow-up skills.
• Excellent stakeholder management and communication abilities.
• Solid understanding of ITIL processes, SLAs, and service governance.
• Ability to analyze data and produce clear KPI and performance reports.
• Strong problem-solving and escalation management skills.
• Ability to work under pressure in dynamic IT environments.

Language Requirements

• Arabic and English proficiency is preferred (spoken and written).