IT Service Mgmt. Associate

ASMO; Saudi Arabia; On-site; SAR 60,000 - 120,000; Full time

Job summary

ASMO is seeking an IT Service Management Coordinator to optimize IT service delivery aligned with business needs. You will implement ITSM frameworks, monitor performance, and drive continuous improvement.

Responsibilities include SLAs/OLAs with internal teams and vendors, incident and problem management, and delivering training to raise awareness of ITSM best practices across ASMO.

Qualifications

• Bachelor’s degree in computer science, information technology, or equivalent from a recognized and accredited university is required
• Master’s degree in computer science, information technology or equivalent from a recognized and accredited university is preferred
• ITIL Foundation or higher-level certifications in IT service management preferred
• Demonstrated proficiency in oral and written English
• 0-3 years’ experience in the same Field.
• ITSM
• Incident Management / Problem Management

Responsibilities

• Design, implement, and improve IT service management processes and procedures at ASMO.
• Monitor and report on key performance indicators (KPIs) to measure and improve service quality and customer satisfaction.
• Collaborate with IT teams, business stakeholders, and external vendors to define and implement service level agreements (SLAs) and operational level agreements (OLAs).
• Conduct regular service reviews to identify areas for improvement and implement corrective actions.
• Lead incident and problem management processes to ensure timely resolution and root cause analysis.
• Develop and deliver IT service management training and awareness programs.

Skills

IT service management

Incident management

Problem management

English proficiency

Stakeholder collaboration

Education

Bachelor's degree in computer science / IT

Master's degree in computer science / IT

ITIL Foundation or higher

English language proficiency

Tools

ITSM tools

Job description

Role PurposeThe IT Service Mgmt. Coordinator responsible for managing and optimizing IT service delivery processes, ensuring alignment with ASMO’s business needs and industry best practices. They oversee the implementation of IT service management frameworks, monitor service performance, and drive continuous improvement across ASMO.

Role PurposeThe IT Service Mgmt. Coordinator responsible for managing and optimizing IT service delivery processes, ensuring alignment with ASMO’s business needs and industry best practices. They oversee the implementation of IT service management frameworks, monitor service performance, and drive continuous improvement across ASMO.

Key Responsibilities

• Design, implement, and improve IT service management processes and procedures at ASMO.
• Monitor and report on key performance indicators (KPIs) to measure and improve service quality and customer satisfaction.
• Collaborate with IT teams, business stakeholders, and external vendors to define and implement service level agreements (SLAs) and operational level agreements (OLAs).
• Conduct regular service reviews to identify areas for improvement and implement corrective actions.
• Lead incident and problem management processes to ensure timely resolution and root cause analysis.
• Develop and deliver IT service management training and awareness programs.

Knowledge & Experience

• Bachelor’s degree in computer science, information technology, or equivalent from a recognized and accredited university is required
• Master’s degree in computer science, information technology or equivalent from a recognized and accredited university is preferred
• ITIL Foundation or higher-level certifications in IT service management preferred
• Demonstrated proficiency in oral and written English
• 0-3 years’ experience in the same Field.
• ITSM
• Incident Management / Problem Management

Deadline is one month from posting.