IT Service Manager – IT Operations

About the role

The IT Service Manager will lead IT service management processes across Almanea’s IT Division, ensuring ITIL‑aligned delivery of incident, problem, change, asset, and service level management. The role acts as the process guardian, maintaining service quality and governance for the organization.

Key responsibilities

• Own and continuously improve ITIL‑aligned processes: incident, problem, change, release, and asset management.
• Maintain and update ITSM documentation, workflows, and operating procedures.
• Chair the Change Advisory Board (CAB) and govern all change records.
• Define, agree, and manage SLAs and OLAs with business units and IT teams.
• Produce regular service performance reports with trend analysis for senior leadership.
• Administer and optimise the ITSM platform, configuring workflows, dashboards, and reporting.
• Maintain and evolve the IT Service Catalogue, onboarding new services and retiring obsolete ones.

Required profile

• Bachelor’s degree in IT, Computer Science, or a related field.
• ITIL 4 Foundation certification (mandatory); ITIL 4 Managing Professional preferred.
• 6–8 years of experience in IT service management, preferably in a retail or consumer‑electronics environment.

Required skills

• SLA/OLA definition and management.
• ITIL 4 process design and implementation.