IT Service Design & Governance Specialist | Teleperformance | Al Khobar, Saudi Arabia

Tech Junction Ltd; Al Khobar; On-site; SAR 180,000 - 280,000; Full time

Job summary

Teleperformance in Al Khobar, Saudi Arabia is seeking an IT Service Design & Governance Specialist to design, manage, govern, and continually improve enterprise IT services. The role focuses on ITIL practices, service catalog management, SLA/KPI oversight, capacity planning support, and driving service improvements across IT organizations.

The candidate will work with IT operations, infrastructure, and business stakeholders to align services with objectives, ensure governance, and deliver

Qualifications

• Bachelor's degree in IT, CS, business, or related field.
• Strong ITIL knowledge and service management best practices.
• Experience with service catalog and SLA/KPI reporting.
• Proven ability to design and document governance processes.
• Solid analytical and stakeholder management skills.

Responsibilities

• Develop and maintain service management frameworks and governance.
• Manage IT Service Catalog, SLA, KPI performance, and reporting.
• Define, document, and optimize IT service management processes.
• Create KPI dashboards and monitor service performance.
• Coordinate with IT operations, infrastructure, and stakeholders.

Skills

ITIL knowledge

Service governance

Analytical skills

Stakeholder management

Communication

Education

Bachelor's Degree in Information Technology, Computer Science, Business Administration, Management

Tools

ServiceNow

BMC Remedy

Job description

Job Title: IT Service Design & Governance Specialist | Teleperformance | Al Khobar, Saudi Arabia

Recruiting Company:
Teleperformance (TP)

Job Location:
Al Khobar, Saudi Arabia

Job Type:
Full-Time

Position Summary

Teleperformance is seeking a skilled IT Service Design & Governance Specialist to support the design, management, governance, and continuous improvement of enterprise IT services. This role is ideal for professionals with strong ITIL expertise, service governance experience, and a passion for enhancing service quality, operational efficiency, and business alignment across IT organizations.

Detailed Job Description

As an IT Service Design & Governance Specialist, you will be responsible for developing and maintaining service management frameworks that ensure IT services are delivered consistently, efficiently, and in alignment with business objectives. You will manage the IT Service Catalog, oversee SLA and KPI performance, support capacity planning activities, and drive continual service improvement initiatives. Working closely with IT operations, infrastructure, support, and business stakeholders, you will establish governance practices, implement performance measurement frameworks, and ensure compliance with service management standards. The role requires strong analytical capabilities, process design expertise, and the ability to translate business requirements into effective service delivery models. This is an excellent opportunity to contribute to the maturity and effectiveness of enterprise IT service management functions.

Key Responsibilities

• Manage, maintain, and continuously improve the IT Service Catalog.
• Support Service Level Management activities, including SLA development, monitoring, and reporting.
• Define, document, and optimize IT service management processes, procedures, and governance frameworks.
• Develop and maintain KPI dashboards and service performance reporting mechanisms.
• Monitor and analyze IT service performance to identify improvement opportunities.
• Support Capacity Management planning, forecasting, utilization analysis, and reporting.
• Drive continual service improvement initiatives across IT services and operational processes.
• Coordinate with technical teams and stakeholders to ensure compliance with agreed service standards.
• Support the implementation of IT governance controls and best practices.
• Conduct service reviews and recommend performance improvement initiatives.
• Maintain documentation related to service management, governance, and operational processes.
• Ensure alignment between IT services, business objectives, and organizational governance requirements.

Required Qualifications & Skills

• Bachelor’s Degree in Information Technology, Computer Science, Business Administration, Management, or a related discipline.
• Strong knowledge of ITIL principles and service management best practices.
• Practical experience with Service Catalog Management and Service Level Management.
• Experience managing and reporting on SLA and KPI frameworks.
• Strong process design, development, and documentation experience.
• Proven analytical skills with experience in performance measurement and service reporting.
• Understanding of Capacity Management principles and methodologies.
• Experience implementing IT governance and service management frameworks.
• Strong organizational, coordination, and stakeholder management skills.
• Excellent communication, analytical, and problem-solving capabilities.
• Ability to work collaboratively across business and technical teams.

Nice-to-Have Skills

• ITIL Intermediate Certification.
• Knowledge of COBIT governance frameworks.
• Familiarity with ISO/IEC 20000 standards and best practices.
• Experience with enterprise ITSM platforms such as ServiceNow, BMC Remedy, or similar solutions.
• Experience driving service maturity and operational excellence initiatives.

Recruitment Pro Tip

For IT Service Design & Governance roles, hiring managers highly value candidates who can demonstrate measurable service improvements. Highlight projects where you improved SLA compliance, optimized service delivery processes, implemented governance frameworks, enhanced KPI reporting, reduced operational risks, or successfully led service improvement initiatives aligned with ITIL best practices.