IT Service Level Manager

Overview

We seek a dedicated IT Service Level Manager responsible for overseeing service performance, vendor coordination, and financial transparency across a complex IT environment. This role supports a multi-vendor managed services model within a regulated banking institution, emphasizing alignment of IT services with organizational objectives.

Key Responsibilities

• Oversee performance management of various IT vendors ensuring service levels meet agreed standards.
• Track and analyze SLAs, KPIs, and overall service quality to maintain high operational standards.
• Manage coordination of dependencies and resolve escalations among multiple service providers.
• Facilitate service review meetings and governance sessions to uphold service integrity.
• Handle budgeting, forecasting, and monitoring of IT-related expenses ensuring cost control and transparency.
• Align IT expenditures with business value by providing financial insights and analysis.
• Create detailed reports and dashboards to highlight financial variances and service performance.
• Ensure strict adherence to governance frameworks and contractual agreements.
• Promote collaboration across IT, Finance teams, and vendors to enhance service delivery and cost effectiveness.
• Support ongoing improvements and scalability of the IT operating model within the organization.

Qualifications & Skills

• Proficient understanding of SLA/KPI management and IT service performance tracking techniques.
• Experience with IT financial management including budgeting, forecasting, and financial reporting.
• Knowledgeable in IT governance frameworks such as ITIL and COBIT.
• Advanced skills in Excel; familiarity with vendor management systems like ServiceNow and business intelligence tools such as Power BI.
• Experience in contract management and procurement processes.
• Strong analytical mindset combined with structured problem-solving capabilities.
• Excellent stakeholder management skills engaging IT, finance, and vendor groups effectively.
• Previous exposure to banking or regulated industries is preferred.
• Fluent English communication skills; knowledge of Arabic is advantageous.
• Ability to operate independently in a dynamic, fast-paced transformation environment.

Additional Information

• Holds at least a Bachelor's or Master's degree in Finance, Business Administration, Information Systems, or related disciplines.
• Demonstrates high ownership, reliability, and meticulous attention to detail.
• Able to manage multiple concurrent priorities spanning service delivery, vendor relations, and financial governance.