Performance & Change Operations Lead (SLA-focused) Riyadh

Tech Junction Ltd; Riyadh; On-site; SAR 502,000 - 725,000; Full time

Job summary

Dwttechnology in Riyadh, Saudi Arabia, seeks a seasoned Performance, Service Operations & Change Manager with 12–15 years in IT service management to lead SLA governance and change control on a 6-month extendable contract onsite.

You will chair CABs, oversee MSP performance, and drive dashboards and KPI reporting while ensuring regulatory and security standards.

Ideal candidates have ITIL mastery, strong leadership, and readiness for immediate onsite deployment in Riyadh.

Qualifications

• Bachelor’s or Master’s degree in Computer Science, Information Technology, Telecommunications Engineering, or a related technical discipline.
• 12–15 years of professional experience in IT service management, operations management, or infrastructure change control.
• Strong expertise in defining SLAs and governing MSP performance across multi-vertical environments.
• Proven ITIL change management experience ensuring changes meet operational requirements during BAU.
• Deep knowledge of enterprise IT infrastructure, cloud architectures, and telecom networks.
• Excellent leadership, executive communication, and stakeholder management.

Responsibilities

• Define, monitor, analyze, and report SLA performance metrics across enterprise verticals and MSPs.
• Govern the end-to-end change lifecycle for city infrastructure and IT systems.
• Validate infrastructure changes during BAU operations to meet requirements.
• Chair CAB meetings, evaluate risk, rollback plans, and deployment schedules.
• Oversee MSP performance, contractual obligations, and service delivery benchmarks.
• Collaborate with engineering, operations, and executive stakeholders.
• Establish automated dashboards, KPI tracking, and reporting mechanisms.
• Conduct RCA and post-implementation reviews for incidents and changes.
• Maintain technical documentation, change logs, and ITIL runbooks.
• Ensure compliance with security baselines and Saudi telecom standards.

Skills

ITIL Expertise

SLA Governance

Change Management

MSP Governance

Stakeholder Mgmt

Executive Communication

CAB Chairing

Onsite Riyadh

Education

Bachelor/Master in CS/Engineering

Tools

ServiceNow

Jira Service Mgmt

BMC Remedy

Job description

Dwttechnology in Riyadh, Saudi Arabia, seeks a seasoned Performance, Service Operations & Change Manager with 12–15 years in IT service management to lead SLA governance and change control on a 6-month extendable contract onsite.

You will chair CABs, oversee MSP performance, and drive dashboards and KPI reporting while ensuring regulatory and security standards.

Ideal candidates have ITIL mastery, strong leadership, and readiness for immediate onsite deployment in Riyadh.