Service Operations & Change Manager | Dwttechnology

Dwttechnology is seeking an experienced, highly technical, and accomplished Performance, Service Operations & Change Manager with 12 to 15 years of professional IT service management, SLA governance, and infrastructure change control experience to join our client engagement team on a 6-month extendable contract basis (onsite in Riyadh, Saudi Arabia). In this specialized service operations and ITIL leadership role, you will spearhead defining, monitoring, and reporting service level agreements (SLAs) across all enterprise verticals and Managed Service Providers (MSPs), while governing city-scale infrastructure change management.

You will work closely with C-suite executives, municipal stakeholders, and technical operations squads to validate that infrastructure and systems meet rigorous operational requirements during BAU operations. Ideal candidates bring a robust academic degree in computer science or engineering, deep practical mastery of ITIL frameworks, MSP governance, and immediate availability for onsite deployment in Riyadh.

As a Performance, Service Operations & Change Manager at Dwttechnology in Riyadh, Saudi Arabia, you will take full ownership of enterprise service level governance, MSP performance monitoring, change assessment, approval workflows, and operational resilience. Your day-to-day responsibilities encompass tracking SLA metrics across multiple verticals, chairing change advisory boards (CAB), validating infrastructure changes during business-as-usual (BAU) operations, and ensuring zero-disruption system deployments.

You will collaborate proactively with cross-functional technical teams to identify operational bottlenecks, mitigate service risks, and establish robust performance reporting dashboards. Working in a fast-paced technology consulting environment in Riyadh, you will drive operational excellence, service quality, and stakeholder alignment.

• Define, monitor, analyze, and report comprehensive SLA performance metrics across all enterprise verticals and Managed Service Providers (MSPs).
• Govern the end-to-end change assessment, approval, and implementation lifecycle for critical city infrastructure and IT systems.
• Validate that enterprise infrastructure and systems meet stringent operational requirements as part of change implementation during BAU operations.
• Chair Change Advisory Board (CAB) meetings, evaluating risk assessments, rollback plans, and deployment schedules.
• Oversee Managed Service Provider (MSP) performance, contractual obligations, and service delivery benchmarks.
• Collaborate proactively with cross-functional engineering squads, operations teams, and executive stakeholders.
• Establish automated service dashboards, performance reporting mechanisms, and KPI tracking frameworks.
• Conduct rigorous root-cause analysis (RCA) and post-implementation reviews for operational incidents and change failures.
• Maintain comprehensive technical documentation, change logs, ITIL process runbooks, and service governance policies.
• Ensure strict adherence to corporate security baselines, regulatory compliance, and Saudi telecommunications standards.

• Bachelor’s or Master’s degree in Computer Science, Information Technology, Telecommunications Engineering, or a related technical discipline.
• Minimum 12 to 15 years of professional working experience in IT service management, operations management, or infrastructure change control.
• Strong operational expertise in defining SLAs and governing MSP performance across multi-vertical enterprise environments.
• Proven proficiency in ITIL change management ensuring infrastructure changes meet operational requirements during BAU.
• Deep technical…