Job Description
As part of the KSA IT Service Management team, you will be responsible for a multi-functional role that includes incident management, problem management, and change management.
You will lead the development of policies and systems for implementing incident, problem, and change management processes based on industry best practices. Additionally, you will work within the organization to ensure these processes are adopted and adhered to, meeting customer needs and enhancing service quality.
Your responsibilities will include ensuring that service levels and targets agreed upon with the business are met. You will investigate and resolve incidents and problems in a timely manner to minimize disruption and promptly address any escalated IT service-related issues.
You will also be tasked with monitoring, analyzing, and reporting trends in incidents, problems, risks, and compliance. This involves cataloging and prioritizing remedial work in collaboration with senior management and clients to address any gaps or areas for improvement.
Furthermore, you will manage the entire lifecycle of all IT changes, working with key stakeholders to ensure changes align with strategic objectives and cause minimal disruption to business operations. You will continuously monitor and improve processes to better support the organization and its clients.
