IT Service Quality Manager

Role Overview

• Ensure understanding of the strategic objective for the Bank and support in achieving the department's strategy and related strategic plans.

• Achieve agreed service performance targets by coordinating ITSM process execution and continuous improvement activities.
• Appraise service performance, process effectiveness, and tool utilization through regular review of dashboards, KPIs, and SLAs, recommending corrective actions where needed.
• Assure compliance with ITSM policies, procedures, and relevant regulatory requirements across assigned processes and teams.
• Communicate service performance, risks, and improvement plans to stakeholders through scheduled reports, service reviews, and operational meetings.
• Conduct routine reviews of Incident, Problem, Request, Knowledge, Availability, Capacity, and Service Level Management processes to confirm adherence and identify enhancement opportunities.
• Contributes to the definition and maintenance of the IT Service Catalog, ensuring service descriptions, SLAs, and support models remain current and aligned to customer expectations.
• Ensure service data integrity by liaising with CMDB, Asset Management, and Quality Assurance teams to maintain accurate and integrated service records.
• Identify service improvement opportunities using trend analysis, root-cause insights, and customer feedback; drive agreed actions to closure with process owners and support teams.
• Liaise with internal IT teams, vendors, and business stakeholders to coordinate service changes, major incident communications, and post-incident reviews.
• Provide operational guidance and subject matter input on ITSM processes and quality practices to project teams and service owners.
• Report on compliance, audit findings, and remediation progress; track risks, issues, and improvement backlogs to completion.
• Ensure user awareness by coordinating and delivering training and knowledge-sharing sessions on ITSM processes and tools.
• Conduct configuration and enhancement activities for ITSM platforms (e.g., ServiceNow, BMC Remedy, Jira) in partnership with platform administrators; validate changes via testing and user feedback.
• Assure that major incident communication protocols are followed and that post-incident actions are documented and implemented.
• Contribute to continual service improvement roadmaps, prioritizing initiatives based on business impact and resource availability.
• Achieve cost-efficiency targets by optimizing process workflows, automations, and reporting practices.
• Defines performance goals at the start of the year in discussion with the reporting manager and ensures the goals are monitored and achieved during the year.
• Takes ownership of the learning agenda by identifying development needs in consultation with the reporting manager and working towards bridging the gaps through various means beyond just training.
• Understands the competencies relevant to the role and work towards displaying and developing these effectively.
• Keeps abreast of relevant professional/industry developments, new techniques, and current issues through continued education and professional networks.
• Implements practices to bridge gaps identified during departmental audits.
• Implements the risk policies and processes (operational, regulatory, financial, informational, reputational, and audit risks), ensuring these meet regulatory and internal requirements.
• Implements the internal control systems in the department and participates in departmental audits.
• Performs other responsibilities and tasks as directed by the reporting manager in order to meet organizational objectives.

Qualification and Years Experience:

• Based in Jeddah.
• Bachelor’s degree in Computer Science or Information Technology or a relevant major.
• Around +5 years of experience with a preference 3 years of experience in a relevant role
• Prior experience in IT Service Management or a relevant field.