IT Service Manager (ITSM) (Arabic Speaker)

It Service Manager (Arabic Speaker)

Experience Required:** 5+ Years

About The Role

Key Responsibilities

Service Management

• Lead and manage Incident Management, Problem Management, Change Management, and Continuous Service Improvement processes.
• Develop, implement, and maintain ITSM policies, procedures, and governance frameworks aligned with ITIL best practices.
• Ensure compliance with established service management standards and operational procedures.
• Monitor service performance against agreed SLAs and KPIs.

Incident & Problem Management

• Manage major incidents and coordinate cross-functional teams to ensure timely resolution.
• Conduct detailed Root Cause Analysis (RCA) for critical incidents using methodologies such as 5 Whys and Fishbone Analysis.
• Chair incident review meetings and ensure action items are tracked through to completion.
• Prepare executive-level incident reports and client-facing communications.

Service Improvement & Governance

• Analyze trends related to incidents, problems, risks, and service performance.
• Develop and execute service improvement plans to enhance operational efficiency and customer satisfaction.
• Identify recurring issues and drive preventive and corrective actions.
• Support audit, compliance, and risk management initiatives.

Client & Stakeholder Management

• Act as the primary point of contact for service-related escalations.
• Prepare and present service performance reports to clients and senior management.
• Participate in client governance meetings and ensure high levels of customer satisfaction.
• Build strong relationships with business stakeholders and technology teams.

Business Continuity & Operational Excellence

• Plan, coordinate, and execute business continuity and disaster recovery exercises.
• Oversee service availability, monitoring, and operational resilience initiatives.
• Support organizational readiness for critical incidents and service disruptions.

Team Leadership

• Mentor, coach, and develop team members.
• Promote a culture of accountability, collaboration, and continuous improvement.
• Ensure team members maintain the required technical and process-related competencies.

Required Qualifications

Education

• Bachelor’s Degree in Information Technology, Computer Science, Engineering, or a related discipline.

Certifications

• ITIL 4 Foundation Certification (Mandatory).
• Additional ITIL certifications are highly desirable.
• COBIT, ISO 20000, ISO 27001, PMP, or Prince2 certifications will be an advantage.

Required Experience

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• Minimum 5 years of experience in IT Service Management.
• Strong experience managing Incident, Problem, and Change Management processes.
• Experience working in enterprise-scale IT environments.
• Exposure to infrastructure, applications, cloud services, and managed services environments.
• Experience interacting with clients and senior business stakeholders.

Skills & Competencies

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• Strong analytical and problem-solving capabilities.
• Excellent communication and presentation skills.
• Strong leadership and stakeholder management abilities.
• Experience preparing RCA reports and executive-level communications.
• Ability to perform effectively in high-pressure environments.
• Strong organizational and time management skills.
• Customer-focused mindset with a commitment to service excellence.

Language Requirements

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• **Native or Fluent Arabic Speaker (Mandatory)**
• Strong English communication skills (written and verbal).
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