Major Incident Manager & ITIL Lead

CoorB; Jeddah; On-site; SAR 180,000 - 240,000; Full time

Job summary

CoorB in Jeddah, Saudi Arabia is seeking an IT Change Manager to govern the Change Management process across the organization, ensuring that IT changes are assessed, authorized, implemented, and reviewed in a controlled and risk-managed manner.

You will own the full incident lifecycle per ITIL, coordinate across teams and vendors, drive MIM bridges, and deliver KPI dashboards and PIRs to leadership, while strengthening governance and compliance with ISO/27001 and SOC2 expectations.

Qualifications

• Bachelor's degree in IT or related field.
• 4–6 years in IT Service Management with at least 2 years in Incident Management.
• ITIL Foundation certification mandatory; Practitioner or Managing Professional preferred.
• Proven experience managing Major Incidents in multi-vendor environments.
• Proficiency with ITSM platforms such as ServiceNow, Jira Service Management, or BMC Remedy.

Responsibilities

• Own and manage the full incident lifecycle—from detection to closure—per ITIL.
• Coordinate incident response across technical teams, vendors, and stakeholders.
• Drive Major Incident Management bridges with clear escalation.
• Ensure incidents are categorized, prioritized, and documented in the ITSM platform.
• Produce timely incident notifications and KPI dashboards for leadership.

Skills

Incident Management

ITIL

Stakeholder communication

Major Incident Management

Problem Management

Monitoring tools

Cloud infrastructure

Runbooks

Education

Bachelor's degree in Information Technology / Computer Science

Tools

ServiceNow

Jira Service Management

BMC Remedy

Job description

CoorB in Jeddah, Saudi Arabia is seeking an IT Change Manager to govern the Change Management process across the organization, ensuring that IT changes are assessed, authorized, implemented, and reviewed in a controlled and risk-managed manner.

You will own the full incident lifecycle per ITIL, coordinate across teams and vendors, drive MIM bridges, and deliver KPI dashboards and PIRs to leadership, while strengthening governance and compliance with ISO/27001 and SOC2 expectations.