Service Excellence and Technical Services Specialist

About the role

This position covers IT service excellence and technical services in Jubail, Saudi Arabia. The role focuses on incident analysis, vendor performance monitoring, KPI reporting and service improvement, working in person with a remote interview.

Key responsibilities

• Analyze IT incidents and report on performance metrics
• Monitor vendor performance and internal and external IT KPIs
• Carry out cost performance analysis and reporting
• Identify service improvement opportunities and develop improvement plans
• Facilitate IT process initiation, updates and awareness sessions
• Contribute to problem management and continuous improvement
• Support ISO 20000 implementation
• Design and present visual performance dashboards and reports
• Support the creation and maintenance of IT Service Catalogues
• Measure and improve service performance from a business perspective
• Ensure compliance with IT governance frameworks (ITIL, COBIT, CMMI)

Required profile

• Bachelor's degree in Information Technology, Computer Science or a related field
• 1-5 years of experience in IT service excellence, performance management or technical services
• Fluent in Arabic; English and Arabic are mandatory
• Strong analytical and performance management skills

Required skills

• ITIL Foundation certification (minimum); ISO Practitioner preferred
• Incident analysis, KPI reporting and service level monitoring
• Vendor performance reporting and cost performance analysis
• Process design, re-engineering and continuous improvement
• Familiarity with ITIL, CMMI, COBIT and ISO 20000