Manager, IT Support & Services

Catrion Group; Jeddah; On-site; SAR 200,000 - 300,000; Full time

Job summary

A leading technology firm in Saudi Arabia is looking for an IT Specialist to maintain their ITIL framework, support end-user automation, and ensure that IT processes are effectively managed. The ideal candidate will possess strong analytical skills, experience with IT service desks, and knowledge of automation technologies. Responsibilities include monitoring IT performance, managing endpoint devices, and liaising with business leaders on process improvements. Strong organizational and leadership skills are essential for success in this role.

Responsibilities

• Maintain the ITIL framework for IT processes.
• Liaise with business leaders on digital and automation processes.
• Monitor and report IT performance and KPIs.
• Ensure all endpoint devices are updated with OS/application patches.
• Automate endpoint provisioning for functional requirements.

Skills

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

Leadership skills

Strong ability in writing KPIs for the Department

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

1. Maintain the ITIL framework (Incident, Problem, Service request, Change, Release and business continuity)
2. Part of IT Service Desk as applicable
3. Liaise and coordinate with business leaders to identify potential digital and automation processes
4. Monitories and report IT Opex/Capex expenditure
5. Issue and maintain report IT performance and KPIs
6. Interact with program Leadership, reporting progress activity status
7. Interact with the other Stream Leads, ensuring cross-functional alignment
8. Interact with Communication Dep. to align about the communication plan and content
9. Quality check report
10. Monitories and report IT Risk, Audit and Cybersecurity
11. Monitories and report the execution of the IT strategy and roadmap
12. Managing and supporting end point devices
13. Ensure all end point devices are up to date with all OS/applications patches
14. Automate end point provisioning and maintaining up to date OS image customized for SACC functional requirements

General Responsibilities

1. Perform other job-related duties as assigned.
2. 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.
3. Dealing with data and information according to their level of classification.
4. Avoid violating the rights of any person or company protected by copyrights, patents, or any other intellectual property, or similar laws or regulations.
5. Compliance with Cybersecurity requirements related to the protection of user devices, Internet, software, systems, and Email requirements.
6. Adhere to the acceptable use policy and Using SACC information and technical assets only for business purposes.
7. Obtaining the required permit from the security department or the owner of the authority in SACC before hosting visitors in the company's specific sensitive sites.
8. Reporting Cybersecurity incidents.

Skills

• 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