Information Technology Service Delivery Manager

About Network International

Network International stands as the leading Financial Technology firm across the Middle East and Africa. Our core expertise lies in payment solutions, operating in over 50 countries such as the UAE, Jordan, South Africa, and Egypt. Beyond payments, we extend services including Data and Insights, Lending, Insurance, and Risk Solutions. Our clientele spans businesses of all sizes, with recent growth in the direct-to-consumer card sector.

At Network International, we prioritize innovation, agility, and purposeful teamwork, investing heavily in our personnel. Our culture fosters trust, accountability, and a shared commitment to success.

Role Overview

As a member of the KSA IT Service Management team, this multifaceted position involves overseeing incident and problem management as well as driving continuous service enhancement. You will formulate policies and mechanisms to establish incident and problem management aligned with industry best practices and promote their adoption across the organization to meet customer expectations and elevate service standards.

Your duties include ensuring adherence to service levels and business goals, resolving incidents swiftly to limit disruptions, and addressing escalated IT service concerns. Monitoring, analyzing, and reporting on trends related to incidents, problems, risks, and compliance will be essential, along with collaborating with senior leaders and clients to prioritize and implement remedial initiatives.

Engagement in the full lifecycle of IT changes to maintain alignment with strategic objectives and reduce business interruptions will also be part of your responsibilities, alongside consistently enhancing processes that support company and client needs.

Key Responsibilities

• Lead Service Management activities including Incident Management, Problem Management, Continuous Service Improvement, Risk Management, and IT Service Continuity.
• Develop policies, systems, and procedures and oversee compliance monitoring.
• Analyze and present trends on changes, incidents, and problems to contribute to improvement plans.
• Facilitate incident review meetings, document outcomes, and ensure stakeholder follow-ups.
• Verify change, incident, and problem records for thoroughness and follow-through evidence.
• Conduct detailed root cause analyses and ensure corrective and preventive measures are tracked.
• Prepare comprehensive responses and root cause analysis reports for clients regarding critical and significant incidents.
• Implement industry standards (e.g., ITIL/COBIT) to manage change, incident, and problem workflows and ensure compliance.
• Manage escalations to achieve timely resolutions and uphold customer satisfaction.
• Utilize analytical techniques to identify patterns, risks, and improvement opportunities.
• Communicate findings effectively through various metrics and presentations.
• Lead service quality assurance and advancement initiatives.
• Generate client reports on service quality and represent IT in client meetings.
• Organize business continuity exercises and oversee operational availability and monitoring.
• Mentor and coach team members to maintain and enhance skill sets.

Qualifications

• Bachelor's degree in Information Technology or a related area.
• ITIL4 Foundation certification required; additional ITIL4 certifications preferred.
• Over 5 years specialized experience in IT Service Management with focus on Incident and Problem Management.
• Comprehensive IT knowledge across infrastructure and applications.

Behavioral Competencies

• Strong analytical and problem-solving skills utilizing methods like 5 Whys and Fishbone analysis.
• Effective leadership and team management capabilities.
• Proficient document management skills.
• Attention to detail and ability to perform under pressure.
• Excellent time management with deadline orientation.
• Proactive with strong interpersonal and communication skills.
• Ability to collaborate in fast-paced team environments.
• Availability to provide 24x7 incident management support as part of on-call duties.
• Fluency in Arabic, preferably native speaker.