Job Summary

We are seeking an experienced IT Project Manager to act as a Support Coordinator, responsible for managing and following up on Change Requests (CRs) and Service Requests (SRs), coordinating with internal teams and external vendors, and ensuring SLA compliance. The role focuses on operational governance, ticket execution tracking, KPI reporting, and effective communication across stakeholders.

Key Responsibilities

Create, log, track, and manage Change Requests (CRs) and Service Requests (SRs).
Coordinate with internal technical teams and external vendors to ensure proper execution of requests.
Monitor progress of tickets and activities, ensuring timely delivery and adherence to agreed SLAs.
Provide regular status updates to stakeholders and escalate issues when risks or delays are identified.
Ensure proper closure and documentation of all requests in accordance with defined processes.
Enforce process compliance and ensure teams do not exceed SLA targets.
Produce and maintain KPIs and periodic reports related to response times, resolution times, and overall performance.
Communicate effectively with internal and external parties regarding planned and unplanned activities, incidents, and changes.
Support continuous service improvement by identifying gaps and improvement opportunities.

Required Qualifications & Experience

Minimum 6 years of experience in IT Project Management or IT Service Management roles.
Strong IT background with hands-on experience in operational and support environments.
PMP certification.
ITIL certification.
Proven experience working with ticketing systems, specifically:
Jira
SMAX (Micro Focus Service Management Automation X)

Skills & Competencies

Strong coordination and follow-up skills.
Excellent stakeholder management and communication abilities.
Solid understanding of ITIL processes, SLAs, and service governance.
Ability to analyze data and produce clear KPI and performance reports.
Strong problem-solving and escalation management skills.
Ability to work under pressure in dynamic IT environments.

Language Requirements

Arabic and English proficiency is preferred (spoken and written).

Information Technology Project Manager