Senior Officer, IT Performance Management

About the Role

The Senior Officer for IT Performance Management is tasked with the comprehensive oversight and evaluation of IT performance metrics throughout the bank. This role ensures rigorous measurement of IT services, project execution, operational activities, vendor engagements, and strategic initiatives against predetermined KPIs, KRIs, SLAs, and regulatory standards to enable sound decision-making and foster ongoing enhancements.

Key Responsibilities

• Design and sustain the IT Performance Management Framework to monitor enterprise-level IT KPIs, KRIs, and operational metrics.
• Perform detailed analyses of monthly and quarterly IT performance trends, identify deficiencies, and propose remedial measures.
• Verify the accuracy and integrity of performance data and manage KPI data submissions from all IT departments.
• Define and uphold IT KPIs in alignment with business strategies, establish performance targets, and review their relevance regularly.
• Oversee performance tracking to ensure alignment with targets, assisting business units in developing meaningful KPIs.
• Prepare comprehensive reports weekly through annually, crafting executive-level dashboards using Power BI and Excel for presentation to CIOs and committees, highlighting risks and improvement possibilities.
• Monitor adherence to SLAs, investigate breaches, coordinate corrective actions, and report outcomes to the management team.
• Track and report project metrics including schedule, budget, scope, and quality in collaboration with the Project Management Office, escalating delivery risks as necessary.
• Assess vendor performance with KPI and SLA compliance measurements, generate vendor scorecards, participate in governance meetings, and recommend enhancements.
• Support implementation and compliance of SAMA IT Governance Framework, ensuring alignment with COBIT, ITIL, ISO 20000, and ISO 27001 standards; assist in audits and maintain requisite compliance evidence.
• Identify automation prospects, suggest process improvements, benchmark performance, and support continuous improvement efforts within IT operations.

Job Requirements

• Saudi nationality required.
• Bachelor’s degree in IT, Computer Science, Information Systems, Computer Engineering, or a similar discipline; a master’s degree is considered advantageous.
• Certifications include ITIL Foundation or ITIL 4, COBIT Foundation, PMP or PRINCE2, Certified KPI Professional, Lean Six Sigma, Microsoft Power BI, ISO 20000 Foundation, and ISO 27001 Foundation.
• Between 5 and 8 years of experience in IT, with at least 3 years specializing in IT Performance Management, Governance, PMO, or Service Management.
• Experience in banking or financial services environments is mandatory.
• Strong written and oral communication capabilities, familiarity with SAMA regulations and IT Governance frameworks, and the ability to juggle multiple priorities in dynamic settings.
• Proven expertise in managing KPIs and KRIs.

Location

Position based in Jeddah, Saudi Arabia.