Senior ITSM and Quality Control Manager

Overview

This role oversees the daily governance and ongoing enhancement of IT Service Management (ITSM) processes within the Bank, ensuring their enforcement, monitoring, and optimization to deliver top-quality IT services that support the Digital Bank's growth and objectives. Collaboration with cross-functional teams ensures ITSM frameworks and tools are aligned and fully leveraged to meet business needs.

Key Responsibilities

• Manage assigned ITSM processes to guarantee efficient IT service delivery in alignment with organizational goals and industry best practices.
• Serve as the main liaison for vendor management regarding service incidents and problem resolutions, driving timely fixes and service improvements.
• Participate in a 24/7 on-call rotation, promptly addressing IT service disruptions outside normal hours.
• Continuously monitor and improve IT service quality and solutions to meet business health and performance requirements.
• Lead initiatives to enhance services to meet evolving business demands and improve user experience.
• Evaluate, prioritize, and manage incoming business requests, maintaining a dynamic pipeline that balances urgency and feasibility.
• Provide advanced consulting and troubleshooting support for IT infrastructure, collaborating internally to resolve complex issues and sustain stability.
• Comply with and promote all relevant controls and information security policies, including training, reporting, and vigilance within the unit's operations.
• Perform additional duties as assigned by management related to role functions.

Preferred Qualifications and Experience

• Higher education in computer science, IT, engineering, or related field with emphasis on advanced database management technologies.
• 5 to 7 years of pertinent experience demonstrating required competencies.
• Experience as a specialist contributor or team leader with project delivery and supervision capabilities.
• Proficiency managing the end-to-end incident lifecycle aligned with ITIL practices, including major incident management and crisis coordination.
• Strong skills in incident classification and prioritization even in complex or high-impact scenarios.
• Ability to communicate status updates clearly and facilitate post-incident reviews effectively.
• Technical understanding spanning applications, databases, middleware/APIs, and infrastructure for diagnostic and investigative questioning.
• Familiarity with ITSM platforms (e.g., Jira Service Management), including incident, problem, and change management interface integration and automation scripting.
• Expertise in maintaining audit-defensible records and segregation of duties across ITSM processes.
• Experience preparing and submitting regulator (SAMA) incident notifications according to mandated timelines and standards.

Technical Competencies

• Ownership of incident lifecycle management.
• Accurate classification and judgment of incidents.
• Broad technical knowledge across IT layers.
• Effective use of ITSM tools and process governance.
• Compliance with regulatory incident reporting requirements.

Behavioral Competencies

• Strong communication skills.
• High attention to detail.
• Proficient problem-solving abilities.