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 - Accountability
Description :
- Deliverables
- IT 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)
ITSM Process Ownership
- Own 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 Management
- Define, 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 Tooling
- Administer and optimize the ITSM platform.
- Configure workflows, dashboards, and reporting to support operational needs.
Service Catalogue Management
- Maintain 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 Qualification
- Bachelor's degree in IT, Computer Science, or related field
- Certified in ITIL 4 Foundation (mandatory); ITIL 4 Managing Professional preferred.
- Minimum Experience
- Minimum 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).
