IT Service Excellence Lead — ITIL & Process Improvement

2P Perfect Presentation; Saudi Arabia; On-site; SAR 180,000 - 320,000; Full time

Job summary

2P – Perfect Presentation, a leader in Saudi Arabia's ICT landscape, is seeking an IT Service Management Specialist to analyze, develop, and monitor IT services, ensuring efficient and high-quality delivery. You will collaborate with clients, service partners, and internal teams to design service management strategies, processes, and performance reports, aligning with standards, policies, and procedures.

The ideal candidate has 5+ years in ITSM, solid ITIL knowledge, and experience in incident

Qualifications

• Bachelor’s degree in IT, CS, IS, or related field.
• 5+ years in IT Service Management, Service Delivery, IT Operations or related function.
• Strong understanding of ITIL concepts, processes, and functions.
• Experience managing incidents, service partners, and ticket queues.
• Experience with data analysis, statistical analysis, and reporting tools.
• Ability to analyze complex service processes and recommend improvements.
• Excellent verbal and written communication; able to work independently and manage priorities.

Responsibilities

• Study, identify IT services and develop operational and improvement plans.
• Develop and improve service management processes, procedures, and practices.
• Prepare service management reports, documents, recommendations, and operational plans.
• Monitor service delivery progress and ensure adherence to quality and performance standards.
• Analyze service processes for integration, consistency, and efficiency.
• Identify challenges and develop corrective and improvement solutions.
• Review ITSM industry practices and advise on applicable best practices.
• Develop service management strategies with clients and internal stakeholders.
• Identify staffing, tools, and technology needs for effective service operations.
• Develop procedures using modern service management techniques.
• Manage incidents assigned to external or internal service partners.
• Manage ticket queues and ensure timely updates and resolutions.
• Monitor performance and pursue continuous improvement.
• Prepare analytical reports and presentations for management.
• Maintain service management information and records in approved systems.

Skills

ITIL concepts

Service operations

Process improvement

Incident management

Service delivery planning

Data analysis

Statistical analysis

Reporting tools

Communication

Decision making

Education

Bachelor’s degree in Information Technology, Computer Science, Information Systems, Business Administration

Job description

2P – Perfect Presentation, a leader in Saudi Arabia's ICT landscape, is seeking an IT Service Management Specialist to analyze, develop, and monitor IT services, ensuring efficient and high-quality delivery. You will collaborate with clients, service partners, and internal teams to design service management strategies, processes, and performance reports, aligning with standards, policies, and procedures.

The ideal candidate has 5+ years in ITSM, solid ITIL knowledge, and experience in incident