Home Saudi Arabia Head of IT Service Management
Home Saudi Arabia Head of IT Service Management
Head of IT Service Management
Job details
Key Responsibilities:
- Lead and manage a large team of professionals covering service desk, incident, problem, change, capacity, release, and availability management.
- Develop and implement a comprehensive ITSM strategy aligned with business needs, industry best practices, and regulatory requirements.
- Define, measure, and report on key performance indicators (KPIs) to track service quality and identify areas for improvement.
- Drive continuous improvement by implementing process automation, streamlining workflows, and adopting new technologies.
- Manage service level agreements (SLAs) and ensure service desk and IT operations meet agreed-upon service levels.
- Oversee incident and problem management, ensuring timely resolution and proactive identification and prevention of recurring issues.
- Manage change management processes to minimize risks and ensure smooth deployments of new technologies and updates.
- Optimize capacity management to ensure IT infrastructure can meet current and future demands.
- Plan and execute release management to ensure successful delivery of new features and updates.
- Maintain compliance with relevant industry standards and regulations.
- Develop and nurture strong relationships with business stakeholders across the functions to understand their needs and ensure IT services are aligned with their objectives.
- Stay up to date on the latest trends and best practices in ITSM.
- Develop and implement a comprehensive testing strategy.
- Oversee the UAT team and ensure effective execution of User Acceptance Testing (UAT) processes.
- Bachelor's degree in IT, Business Administration, or a related field.
- Proven experience leading and managing a large IT service management team (5+ years preferred).
- In-depth knowledge of ITSM frameworks and methodologies.
- Certifications:
- ITIL Expert, or equivalent qualifications demonstrating deep understanding of ITSM best practice.
- Experience with service desk, incident, problem, change, capacity, release, and availability management processes.
- Proven experience in managing testing teams and UAT processes.
- Strong understanding of testing methodologies and tools.
- Excellent analytical and problem-solving skills.
- Exceptional communication and interpersonal skills.
- Ability to work independently and as part of a team.
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Hiring company
Confidential
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Business Development Diploma Level 5 Course LineAED 94
AED 1,689Duration: Upto 13 Hours -
Property Management IOMH - Institute of Mental HealthAED 49Duration: Upto 2 Hours
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