Performance, Service Operations & Change Manager | Dwttechnology | Riyadh, Saudi Arabia

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

Position Summary:

Dwttechnology is seeking an experienced, highly technical, and accomplished Performance, Service Operations & Change Manager with 12 to 15 years of professional IT service management, SLA governance, and infrastructure change control experience to join our client engagement team on a 6-month extendable contract basis (onsite in Riyadh, Saudi Arabia). In this specialized service operations and ITIL leadership role, you will spearhead defining, monitoring, and reporting service level agreements (SLAs) across all enterprise verticals and Managed Service Providers (MSPs), while governing city-scale infrastructure change management. You will work closely with C-suite executives, municipal stakeholders, and technical operations squads to validate that infrastructure and systems meet rigorous operational requirements during BAU operations. Ideal candidates bring a robust academic degree in computer science or engineering, deep practical mastery of ITIL frameworks, MSP governance, and immediate availability for onsite deployment in Riyadh.

Detailed Job Description:

As a Performance, Service Operations & Change Manager at Dwttechnology in Riyadh, Saudi Arabia, you will take full ownership of enterprise service level governance, MSP performance monitoring, change assessment, approval workflows, and operational resilience. Your day-to-day responsibilities encompass tracking SLA metrics across multiple verticals, chairing change advisory boards (CAB), validating infrastructure changes during business-as-usual (BAU) operations, and ensuring zero-disruption system deployments. You will collaborate proactively with cross-functional technical teams to identify operational bottlenecks, mitigate service risks, and establish robust performance reporting dashboards. Working in a fast-paced technology consulting environment in Riyadh, you will drive operational excellence, service quality, and stakeholder alignment.

Key Responsibilities:

• Define, monitor, analyze, and report comprehensive SLA performance metrics across all enterprise verticals and Managed Service Providers (MSPs).
• Govern the end-to-end change assessment, approval, and implementation lifecycle for critical city infrastructure and IT systems.
• Validate that enterprise infrastructure and systems meet stringent operational requirements as part of change implementation during BAU operations.
• Chair Change Advisory Board (CAB) meetings, evaluating risk assessments, rollback plans, and deployment schedules.
• Oversee Managed Service Provider (MSP) performance, contractual obligations, and service delivery benchmarks.
• Collaborate proactively with cross-functional engineering squads, operations teams, and executive stakeholders.
• Establish automated service dashboards, performance reporting mechanisms, and KPI tracking frameworks.
• Conduct rigorous root-cause analysis (RCA) and post-implementation reviews for operational incidents and change failures.
• Maintain comprehensive technical documentation, change logs, ITIL process runbooks, and service governance policies.
• Ensure strict adherence to corporate security baselines, regulatory compliance, and Saudi telecommunications standards.

Required Qualifications & Skills:

• Bachelor’s or Master’s degree in Computer Science, Information Technology, Telecommunications Engineering, or a related technical discipline.
• Minimum 12 to 15 years of professional working experience in IT service management, operations management, or infrastructure change control.
• Strong operational expertise in defining SLAs and governing MSP performance across multi-vertical enterprise environments.
• Proven proficiency in ITIL change management ensuring infrastructure changes meet operational requirements during BAU.
• Deep technical knowledge of enterprise IT infrastructure, cloud architectures, and telecommunications network systems.
• Exceptional leadership, executive communication, and stakeholder management capabilities.
• Proven track record managing large-scale infrastructure operations in complex enterprise or smart city environments.
• Professional availability for onsite contract employment in Riyadh, Saudi Arabia (Application email: [e-mail]; Contract duration: 6 months extendable).

Nice-to-Have Skills:

• Professional certifications such as ITIL Expert / ITIL Managing Professional (MP), Project Management Professional (PMP), or Certified Information Systems Auditor (CISA).
• Hands-on experience with enterprise ITSM tooling (ServiceNow, Jira Service Management, BMC Remedy).
• Prior working experience in tier-1 telecommunications operators, smart city digital initiatives, or enterprise consulting firms in the KSA/GCC region.
• Advanced data analytics and reporting proficiency utilizing Power BI or Tableau.
• Bilingual proficiency in Arabic and English.

Application Information:

• Salary/Rate: Competitive consultancy rate commensurate with experience
• Deadline: Open until filled
• Notice Period: Immediate to short notice preferred
• Contract Duration: 6 Months Extendable (Onsite – Riyadh, Saudi Arabia)