Senior IT Service Management Specialist

Water Transmission and Technologies Company; Riyadh; On-site; SAR 180,000 - 300,000; Full time

Job summary

Water Transmission and Technologies Company in Riyadh seeks a Senior Service Management Analyst to support IT service management operations. You will track performance, coordinate with stakeholders, and contribute to resolving service issues to uphold SLA commitments and improve user experience across IT services.

The role focuses on monitoring service metrics, driving improvements, and ensuring compliance with policies and standards within WTCO and related functions, including risk,

Qualifications

• Bachelor’s degree in Information Systems or a relevant field.
• Experience in IT service management, incident/change/problem management, and service improvement.
• Ability to analyze service performance data to identify trends and improve user experience.

Responsibilities

• Ensure work is performed based on approved policies, processes, procedures and instructions.
• Identify opportunities for continuous improvement of systems, practices, cost optimization, and productivity improvements.
• Ensure compliance with laws, rules, regulations, and standards within WTCO and related functions (e.g., HC, HSSE, Risk and Cybersecurity).
• Escalate problems to ensure timely closure of cases/issues.
• Analyze service performance data to identify trends and bottlenecks across IT support functions.
• Monitor SLA, OLA, and KPI compliance to ensure services meet standards.
• Support service improvement initiatives with data insights and recommendations.

Skills

IT service management

SLA tracking

Data analysis

Incident coordination

Stakeholder communication

Education

Bachelor's degree in Information Systems or relevant fields

Tools

ITSM tools

Dashboards

Job description

Water Transmission and Technologies Company in Riyadh seeks a Senior Service Management Analyst to support IT service management operations. You will track performance, coordinate with stakeholders, and contribute to resolving service issues to uphold SLA commitments and improve user experience across IT services.

The role focuses on monitoring service metrics, driving improvements, and ensuring compliance with policies and standards within WTCO and related functions, including risk,