Service Level Manager

DXC.technology; Saudi Arabia; On-site; SAR 150,000 - 200,000; Full time

Job summary

A leading IT services provider in Saudi Arabia is seeking a Service Level Manager to ensure optimal service delivery across internal and external teams. You will define SLAs, monitor performance, and lead service improvement initiatives. The ideal candidate has over 5 years of relevant experience and strong ITIL knowledge, particularly ITIL v4 Foundation certified.

Qualifications

• Bachelor's degree in a relevant field or equivalent.
• Typically, 5+ years of relevant work experience, with a minimum of 2 years in a Service Level Manager role.
• Strong understanding of ITIL practices with ITIL v4 Foundation certification.

Responsibilities

• Define, negotiate, and document SLAs, OLAs, and underpinning contracts.
• Monitor service performance against agreed SLAs and KPIs.
• Conduct regular service reviews with internal teams and external vendors.

Job description

Job Description

Responsibilities

• Define, negotiate, and document SLAs, OLAs, and underpinning contracts with internal and external service providers.
• Monitor service performance against agreed SLAs and KPIs, ensuring timely reporting and escalation of breaches.
• Conduct regular service reviews with internal teams and external vendors to ensure accountability and continuous service improvement.
• Analyze service delivery trends and performance data to identify improvement opportunities.
• Lead initiatives to improve service reliability, responsiveness, and user satisfaction.
• Ensure alignment between business expectations and IT service delivery capabilities.
• Maintain a catalog of active services and regularly review the service portfolio for accuracy and relevance.
• Facilitate service reporting, dashboard creation, and communication to stakeholders and senior management.
• Contribute to the development and enforcement of ITIL-aligned service management processes.
• Support incident, problem, and change management functions by providing service-level insights and governance.
• Continuously monitor and troubleshoot infrastructure services, ensuring optimal performance.
• Follow established best practices and standards in infrastructure service delivery.

Mandatory Skills Description

• Bachelor’s degree in a relevant field or equivalent combination of education and experience
• Typically, 5+ years of relevant work experience in industry, with a minimum of 2 years in a Service Level Manager role
• Strong understanding of ITIL practices; ITIL v4 Foundation certification required.
• Hands-on experience with ITSM tools (e.g., ServiceNow, BMC Helix, Cherwell).
• Excellent analytical, negotiation, and stakeholder management skills.
• Strong presentation and reporting skills; ability to clearly communicate service performance to both technical and business audiences.
• Proven ability to manage service performance in complex environments involving multiple vendors and cross-functional teams.

Nice-to-Have Skills Description

• ITIL Intermediate or Expert-level certifications (e.g., Service Level Management, Continual Service Improvement).

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