IT SERVICE MANAGER - IT - BANKING - ARABIC SPEAKER

Duncan & Ross; Riyadh; On-site; SAR 150,000 - 200,000; Full time

Job summary

A leading banking technology firm located in Saudi Arabia is seeking an experienced IT Service Manager. The role involves managing multiple IT service vendors, ensuring performance alignment with business objectives, and improving service delivery frameworks. Candidates should have over 10 years of experience in IT and vendor management within banking, alongside bilingual proficiency in Arabic and English.

Qualifications

• 10+ years of professional experience in IT service management and vendor management, preferably within the banking sector.
• Proven experience managing multi-vendor environments for service integration.
• Strong background in SLA tracking, performance management, and service credit/debit mechanisms.
• Expertise in SLM framework design and governance reporting.

Responsibilities

• Manage and coordinate multiple IT service vendors.
• Oversee multi-vendor integration and service delivery performance.
• Develop, monitor, and enforce SLAs for IT services.
• Define penalty and incentive mechanisms tied to vendor performance.
• Lead the improvement of the SLM framework including dashboards and KPIs.
• Collaborate with business and IT stakeholders to ensure service excellence.
• Prepare performance reports for senior management.

Skills

IT service management

Vendor management

SLA governance

Strong communication skills

Negotiation skills

Stakeholder engagement

Bilingual proficiency in Arabic and English

Job description

Job Overview

We are seeking a highly experienced IT Service Manager to lead and oversee vendor management and service governance within a multi‑vendor banking environment. The ideal candidate will bring deep expertise in vendor integration, SLA governance, and SLM framework design, ensuring consistent service delivery across all partners. This role is ideal for a bilingual professional (Arabic and English) with extensive experience in the banking industry, ready for an immediate start.

Key Responsibilities

• Manage and coordinate multiple IT service vendors, ensuring alignment with contractual, operational, and business objectives.
• Oversee multi‑vendor integration and service delivery performance across all IT and operational domains.
• Develop, monitor, and enforce Service Level Agreements (SLAs) to maintain quality and efficiency in IT services.
• Define and manage penalty and incentive mechanisms (service debits and credits) tied to vendor performance.
• Lead the creation and continuous improvement of the Service Level Management (SLM) framework, including dashboards, KPIs, and reporting.
• Collaborate closely with business and IT stakeholders to drive vendor accountability and service excellence.
• Prepare regular performance reports and recommendations for senior management and governance committees.

Qualifications and Experience

• 10+ years of professional experience in IT service management and vendor management, preferably within the banking sector (mandatory).
• Proven experience managing multi‑vendor environments and ensuring end‑to‑end service integration.
• Strong background in SLA tracking, performance management, and service credit/debit mechanisms.
• Expertise in SLM framework design, performance dashboards, and governance reporting.
• Excellent communication, negotiation, and stakeholder engagement skills.
• Bilingual (Arabic and English) fluent proficiency required.

Vertical

Technology