IT Services and Support Senior Manager

About Us

Abdul Latif Jameel United Finance Company is a closed joint stock company licensed by the Saudi Central Bank (SAMA) to operate in financial leasing, productive assets financing, consumer products financing, and real estate financing. We provide a wide range of financing options for individuals and SMEs, including cash financing, all types of cars, heavy equipment, household and electronic appliances, as well as real estate financing. Our offerings are delivered through various Shariah-compliant financial solutions such as financial leasing, Murabaha, and Tawarruq, accessible via our widespread branch network across the Kingdom. We are committed to supporting entrepreneurs through Bab Rizq Jameel Financing programs and strive to be the leading financing destination for small and medium enterprises.

Position Description

IT Services and Support Senior Manager is responsible for managing the delivery of IT services, ensuring that they meet the needs of the business and delivered in a timely and efficient manner. Ensuring the smooth operation of all support services within the organization. The senior manager is expected to use metrics-based management strategies and continuously seek ways to improve all processes and procedures.

Key Accountabilities

• Develop and implement IT Services Management process, procedures, and best practices to ensure the delivery of high-quality IT services to end-user
• Accurate reporting and tracking of IT Services based on KPIs
• Stay informed about emerging technologies and industry trend to continuously improve IT service delivery and support processes.
• Provide leadership, guidance, and mentorship to team members, fostering a culture of collaboration, accountability and continuous learning.

Key Activities

• Lead and manage IT service desk, incident management, problem management, change management, asset management and endpoint operation.
• Measure, monitor, and manage IT services to ensure optimal service delivery as per ITIL standard.
• Measure and track end user satisfaction.
• Define tools and resources to improve efficiencies within all end users’ channels and prepare tangible business case-related recommendations as needed.
• Streamline endpoint operation including patch management, security controls implementation as per regulation.
• Monitor and improve team performance
• Direct a complete training plan for the operation and technical support staff to ensure the alignment of the team with business and new market requirements

Qualifications

Bachelor’s degree in Computer Science, Engineering, or other related field is required.

Work Experience

Minimum of 8 years in IT Services or relevant work experience.