IT Service Level Manager

Location: Riyadh/ Saudi Arabia
Full-time | On-site
Function: IT Governance / Service Level Management (SLM)
Experience: 5-8+ years (relevant experience in IT service management, vendor management, or IT financial governance)
Key words: IT Service Management | Vendor Management | IT Financial Management | IT Governance

Key Responsibilities
• Service & Vendor Management
o Manage service performance across multiple IT vendors
o Monitor SLAs, KPIs, and service quality
o Coordinate cross-vendor dependencies and escalations
o Support service reviews and governance forums
• IT Financial Governance
o Manage IT budgeting, forecasting, and cost tracking
o Ensure transparency of IT costs and alignment with business value
o Monitor financial performance of IT services and vendors
o Provide reporting, dashboards, and variance analysis
• Governance & Integration
o Ensure compliance with governance frameworks and contractual obligations
o Drive cross-functional alignment between IT, Finance, and vendors
o Support continuous improvement of service delivery and cost efficiency
o Contribute to the development of a scalable IT operating model

Your Profile
• Functional Expertise
o Understanding of SLA/KPI management and service performance tracking
o Experience in IT cost management, budgeting, or financial reporting
o Familiarity with IT governance frameworks (e.g. ITIL, COBIT)

• Tools & Methods
o Advanced Excel skills
o Experience with vendor management and reporting tools (e.g. ServiceNow, dashboards)
o Experience with BI tools (e.g. Power BI)
o Familiarity with contract and procurement processes
o Understanding of IT service management frameworks (e.g. ITIL v3/v4)
o Experience with performance reporting and data-driven decision-making
• Stakeholder & Ways of Working
o Strong stakeholder management across IT, Finance, and vendors
o Ability to balance operational and financial perspectives
o Structured, analytical, and solution-oriented mindset
o High ownership and accountability

• Domain / Context
o Experience in banking or other regulated environments is preferred

• Qualifications & Additional Requirements
o Bachelor’s or Master’s degree in Finance, Business Administration, Information Systems, or a related field
o Fluent in English (mandatory); Arabic is a plus
o Strong analytical and problem-solving skills
o Ability to work in a complex, fast-paced, and transformation-driven environment
o Strong communication skills with the ability to engage both technical and non-technical stakeholders
o High level of ownership, reliability, and attention to detail
o Ability to manage multiple priorities across service, vendor, and financial topics

first priority is someone in country and background in banking (3 years)