IT Services and Support Manager

CATRION; Jeddah; On-site; SAR 120,000 - 150,000; Full time

Job summary

A leading technology firm seeks a seasoned professional to support end users, implement automation, and maintain the ITIL framework in Jeddah. The ideal candidate should have a Bachelor's degree in IT or engineering, with at least 10 years of relevant experience. Key responsibilities include managing endpoint devices, reporting IT performance, and liaising with business leaders for process improvements. Strong analytical and problem-solving skills are essential, along with leadership and organizational abilities.

Qualifications

• Minimum of 10 relevant years of experience.
• Strong ability in writing KPIs for the department.

Responsibilities

• Maintain the ITIL framework and service desk.
• Liaise with business leaders for digital processes.
• Report IT performance and expenditure.
• Manage endpoint devices and ensure updated patches.
• Adhere to Cybersecurity policies and regulations.

Skills

ITIL framework

IT Service Desk

Strong analytical skills

problem-solving skills

Automation and RPA

Knowledge in Microsoft 365

Working under pressure

Multi-tasking

Self-motivation

Leadership skills

Organizational skills

Education

Bachelor's degree in IT or relevant engineering

Job description

Job Purpose Statement

Provide support to end users based on their requirements by capitalization on innovation and latest technology and automation. In addition to the implementation of the ITIL framework

Digitize and automate business and IT processes.

Roles & Responsibility

• Maintain the ITIL framework (Incident, Problem, Service request, Change, Release and business continuity).
• Part of IT Service Desk as applicable.
• Liaise and coordinate with business leaders to identify potential digital and automation processes.
• Monitories and report IT Opex/Capex expenditure.
• Issue and maintain report IT performance and KPIs.
• Interact with program Leadership, reporting progress activity status.
• Interact with the other Stream Leads, ensuring cross-functional alignment.
• Interact with Communication Dep. to align about the communication plan and content.
• Quality check report.
• Monitories and report IT Risk, Audit and Cybersecurity.
• Monitories and report the execution of the IT strategy and roadmap.
• Managing and supporting end point devices.
• Ensure all end point devices are up to date with all OS/applications patches.
• Automate end point provisioning and maintaining up to date OS image customized for CATRION functional requirements.
• Perform other job-related duties as assigned.
• Perform other duties related to the job and/or the operation of the company, in accordance with the regulations of the Saudi Labor of Law. Adherence to Cybersecurity policies and procedures.
• Adherence to Cybersecurity policies and procedures.
• Dealing with data and information according to their level of classification.
• Avoid violating the rights of any person or company protected by copyrights, patents, or any other intellectual property, or similar laws or regulations.
• Compliance with Cybersecurity requirements related to the protection of user devices, Internet, software, systems, and Email requirements.
• Adhere to the acceptable use policy and Using CATRION information and technical assets only for business purposes.
• Obtaining the required permit from the security department or the owner of the authority in CATRION before hosting visitors in the company's specific sensitive sites.

Qualifications

• Bachelor's degree in IT or relevant engineering.
• Minimum of 10 relevant years of experience.
• ITIL framework.
• IT Service Desk.
• Strong analytical and problem-solving skills.
• Automation and RPA.
• Knowledge in Microsoft 365.
• Working under pressure.
• Multi-task and meet deadlines.
• Self-motivation, excellent organizational skills and Leadership skills.
• Strong Ability in writing KPI’s for the Department.