Senior IT Service Management Lead | ITIL & ServiceNow

Cigna Health and Life Insurance Company; Riyadh; Hybrid; SAR 240,000 - 360,000; Full time

Job summary

The Cigna Group is seeking a Senior Analyst for Service Management in Riyadh, Saudi Arabia. You will lead ITSM processes including incident, change, and service requests, while ensuring ITIL-aligned governance and high service quality.

Collaborate with infrastructure, applications, and business teams to deliver reliable services, manage major incidents, and drive continuous improvement with strong stakeholder engagement.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• ITIL certification (mandatory).
• Minimum 5+ years of experience in IT Service Management.

Responsibilities

• Own and manage ITSM processes including Incident, Change, and Service Request Management.
• Create and lead service management communication strategy.
• Ensure adherence to ITIL framework and governance standards.

Skills

ITIL processes

Incident Management

Change Management

SLA monitoring

Stakeholder management

Problem-solving

Communication

Analytical thinking

Education

Bachelor’s degree in IT/CS

Tools

ServiceNow

CMDB management

Job description

The Cigna Group is seeking a Senior Analyst for Service Management in Riyadh, Saudi Arabia. You will lead ITSM processes including incident, change, and service requests, while ensuring ITIL-aligned governance and high service quality.

Collaborate with infrastructure, applications, and business teams to deliver reliable services, manage major incidents, and drive continuous improvement with strong stakeholder engagement.