IT Service Manager.

Job Title : IT Service Manager.Business Line/ Department : IT Operations / IT.Reports to - Head of IT Operations.Job Purpose:The Job Holder is Responsible for drives IT service management processes across the Almanea IT Division, ensuring ITIL-aligned delivery of incident, problem, change, asset, and service level management. Acts as the process guardian to maintain service quality and governance.Job Deliverables - AccountabilityDescription :DeliverablesIT service catalog & SLA definitions (services, scope, service levels)SLA performance reports (availability, response time, resolution KPIs)Incident & problem management reports (RCA, trends, major incidents)Service desk performance dashboards (tickets, resolution, backlog)Service improvement plan (CSI roadmap)Customer/service satisfaction reports (user feedback, service quality metrics). Know How (applying of knowledge & skills in job tasks)DutiesITSM Process OwnershipOwn and continuously improve ITIL-aligned processes: incident, problem, change, release, and asset management.Maintain and update ITSM process documentation, workflows, and operating procedures.Chair the Change Advisory Board (CAB) and govern all change records. Service Level ManagementDefine, agree, and manage SLAs and OLAs with business units and IT teams.Produce regular service performance reports with trend analysis for the Head of IT Operations.Proactively identify service quality issues and drive corrective action plans. ITSM ToolingAdminister and optimize the ITSM platform.Configure workflows, dashboards, and reporting to support operational needs.Service Catalogue ManagementMaintain and evolve the IT Service Catalogue, ensuring services are clearly defined and communicated.Onboard new services and retire obsolete services following a structured process.Note: The principal accountabilities listed above are an illustrative list and not an exhaustive list. Additional responsibilities may be added from time to time depending on organizational requirements.Qualification and Experience : Minimum QualificationBachelor’s degree in IT, Computer Science, or related fieldCertified in ITIL 4 Foundation (mandatory); ITIL 4 Managing Professional preferred.Minimum ExperienceMinimum Experience of 6–8 years in IT service management roles. Retail or consumer electronics environment preferred.Proven experience is a must.Other Requirement (Skills Set)ITIL 4 process design and implementation.ITSM platforms: ServiceNow, Jira SM, or equivalent.SLA/OLA definition and management.Change and release management in a retail environment.Analytical skills for service reporting and trend analysis.Arabic (Native/Professional) · English (Professional).