الصفحة الرئيسية المملكة العربية السعودية Service Design Manager
الصفحة الرئيسية المملكة العربية السعودية Service Design Manager
Service Design Manager
تفاصيل الوظيفة
We are seeking a highly skilled and experienced Service Design Manager to join our Digital Solutions Team in Riyadh. The successful candidate will be responsible for designing IT service models using the ITIL framework for new and existing services related to applications, software, and platforms. This role ensures that full end-to-end support models are effectively designed and implemented.Key Responsibilities:Service Design and Implementation:Design comprehensive IT service models for new and existing services, applications, software, and platformsEnsure alignment with ITIL framework principles and best practicesDevelop and document detailed end-to-end support modelsService Requirements Definition:Define and document monitoring requirements for each serviceEstablish incident management protocols and service request processesDesign L1, L2, and L3 support processesEnsure vendor Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) are defined, agreed upon with business stakeholders, and integrated into the service designDesign and document plans and processes for service recovery and restorationDesign and document planned and unplanned maintenance processesDevelop an escalation matrix for service-related incidentsEnsure service management metrics and analytics are defined and implementedCollaboration and Stakeholder Engagement:Work with Product Managers, Solution Delivery Managers, Solution Designers, Solution Architects, and Business Users to agree on SLAs, processes, technical requirements, and incident prioritizationEnsure ServiceNow configurations support the designed service modelsPresent and secure approval of Service Designs from the TAC (Technology Architecture Committee)RequirementsCandidate Experience Requirements:Experience:Proven experience in designing IT service models using the ITIL frameworkExtensive experience with SaaS platformsHands-on experience with ServiceNow as an ITSM platformSkills:Strong understanding of IT service design principles and best practicesExcellent problem-solving and analytical skillsStrong communication and interpersonal skillsAbility to work effectively in a fast-paced and dynamic environmentQualifications:ITIL certificationRelevant degree in IT, Computer Science, or a related fieldJoin us in shaping the future of IT service delivery for this groundbreaking project.
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الشركة المعلنة عن الوظيفة
Confidential
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