Senior Consultant - Service Management

Riyadh, SA

Facility:
Technology & Engineering

Senior Consultant

I4

Government Products

Technology

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The aim is to state the overall significance of the job from the organization's perspective.

To lead and enhance IT Service Management practices across Technology by establishing service management standards, monitoring service performance, governing service level agreements, and driving service improvement initiatives. The role works closely with business and technology stakeholders to ensure services deliver measurable value, meet agreed performance expectations, and operate reliably and efficiently in alignment with Elm's policies, procedures, and operational objectives.

This section describes the principal outputs required from the job.

• IT Service Management Framework & Standards
• Develop and enhance service management frameworks, standards, and practices across Technology.
• Establish consistent approaches for managing technology services throughout their lifecycle.
• Assess service management maturity and identify opportunities to improve practices and controls.
• Provide expert guidance to technology functions on applying service management standards effectively.
• Define, maintain, and monitor service level agreements and related service performance measures.
• Collaborate with business and technology stakeholders to ensure service expectations are clearly defined and understood.
• Analyze service performance against agreed targets and identify performance gaps.
• Recommend corrective and improvement actions where service performance does not meet agreed expectations.
• Service Performance Monitoring & Reporting
• Establish and monitor service KPIs, operational measures, and performance indicators.
• Develop service performance reports, dashboards, and management insights.
• Analyze service trends and recurring performance issues to identify improvement opportunities.
• Provide recommendations that support informed operational and management decision-making.
• Service Improvement Management
• Develop and maintain service improvement plans based on performance analysis, operational findings, and stakeholder requirements.
• Identify improvement opportunities that enhance service quality, reliability, efficiency, and customer value.
• Coordinate implementation of agreed improvement initiatives with relevant technology teams.
• Monitor improvement outcomes and evaluate realized benefits.
• Problem Management & Service Reliability
• Support problem management activities to identify recurring incidents and underlying service issues.
• Facilitate root cause analysis and coordinate the development of corrective and preventive actions.
• Monitor problem resolution activities and ensure agreed actions are tracked through completion.
• Recommend improvements that reduce recurring issues and strengthen overall service reliability.
• Business & Technology Service Alignment
• Engage with business stakeholders to understand service requirements, expectations, and performance concerns.
• Facilitate coordination between business and technology teams to ensure services support operational needs.
• Translate business expectations into measurable service requirements and improvement priorities.
• Promote effective communication and transparency regarding service performance and improvement activities.
• Service Governance & Operational Excellence
• Establish governance mechanisms to monitor the effectiveness and consistency of service management practices.
• Review service performance, operational issues, improvement initiatives, and service risks with relevant stakeholders.
• Support standardization of service management practices across Technology.
• Identify…