ITIL Expert

VisionX Technologies, Inc.; Riyadh; On-site; SAR 100,000 - 150,000; Full time

Job summary

A leading company in AI-driven solutions is seeking an ITIL Expert in Riyadh. This role involves overseeing IT Service Management, optimizing SLAs, and employing advanced analytics tools to ensure service excellence. With a focus on continuous improvement and cross-functional collaboration, you'll align IT operations with business goals and contribute to delivering high-quality results.

Qualifications

• 10+ years experience in IT Service Management.
• Proven expertise in Oracle technologies and service monitoring tools.
• Excellent communicator with strong analytical skills.

Responsibilities

• Lead definition and governance of SLAs across IT services.
• Analyze feedback and metrics for continuous service improvement.
• Implement service dependency mapping aligning with business objectives.

Skills

Analytical Skills

IT Governance

Stakeholder Engagement

Problem Solving

Education

ITIL V4 Certification

Tools

Oracle Cloud

ServiceNow

Splunk

BMC

Job description

## ITIL Expert
Riyadh
VisionX – Customer Products /
Full Time /
On-site
At VisionX, we cut through the noise. Since 2017, we’ve been on a mission to demolish business complexity with AI—no off-the-shelf solutions, just custom, agile systems designed for your unique challenges. Our innovative approach to problem-solving is what sets us apart in the industry.
We work shoulder-to-shoulder with world-leading brands and Fortune 1000 companies, leveraging deep expertise in computer vision, 3D modeling, AR, VR, decision sciences, and IoT. Our approach isn’t about following trends—it’s about setting them and fast-tracking your AI journey with tailored strategies, accelerators, and pre-trained AI assets that build real Intellectual Property.
Our achievements speak for themselves. We are recognized among Fast Company’s Top 10 Most Innovative Companies of 2020, Microsoft, and Snap Inc. We deliver breakthrough solutions that drive tangible growth. We’re not here to keep up but to redefine what’s possible, and our track record proves it.

Your Role

We are seeking a ITIL Expert with 10+ years of experience in IT Service Management. In this role, you will be responsible for defining, managing, and optimizing IT service level agreements (SLAs), driving continuous service improvement, and ensuring alignment between IT operations and business goals. You’ll apply ITIL best practices and leverage Oracle technologies to deliver measurable value and operational excellence.

Responsibilities:

- Lead the definition, negotiation, and governance of Service Level Agreements (SLAs) across IT services.
- Design and deploy Customer Satisfaction (CSAT) surveys to evaluate service quality and end-user experience.
- Analyze feedback and performance metrics to identify pain points and initiate continuous service improvements.
- Benchmark service performance against industry standards and internal KPIs.
- Implement service dependency mapping and design SLAs that align with business objectives.
- Utilize advanced monitoring and analytics tools (e.g., Oracle, ServiceNow, Splunk, BMC) for real-time visibility into IT service performance.
- Define, track, and refine KPIs such as uptime, response times, resolution rates, CSAT scores, and resource utilization.
- Oversee performance reporting through dynamic dashboards, ensuring SLA compliance and transparency.
- Apply ITIL v4 frameworks to optimize service workflows, improve operational efficiency, and support audit readiness.
- Ensure service integration across multi-vendor environments with a focus on Oracle Cloud and other enterprise platforms.
- Collaborate with cross-functional teams, including vendors and internal stakeholders, to ensure end-to-end service delivery.
- Provide strategic insights to IT leadership on service improvements, operational risks, and performance trends.
- Drive enhancements in IT contract and vendor management to align service expectations with contractual commitments.

What You Need:

- Mandatory ITIL V4 Certification.
- Minimum of 10 years of experience in IT Service Management, SLA governance, and operations.
- Proven hands-on expertise in Oracle technologies and cloud-based IT service management.
- Strong analytical background with a deep understanding of service monitoring tools (e.g., ServiceNow, Splunk, Oracle Cloud, BMC).
- Demonstrated ability to design and implement CSAT programs and translate insights into tangible improvements.
- Excellent grasp of IT governance, SLA frameworks, and performance benchmarking.
- Experience in managing third-party vendors and contract performance.
- Effective communicator and problem-solver with strong stakeholder engagement skills.
- Familiarity with AI/ML-powered monitoring platforms is a plus.

Why Choose Us

Our global network of industry experts and mentors helps shape your growth and future. We believe in delivering client value through our work. We build products that are not good or great, but outstanding.
You deliver! We will make your stay and journey with us worthwhile.

We are an equal opportunity employer, and we value diversity. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other legally protected status.