IT Service Management Specialist (Arabic Speaker)

Job Overview

We are looking for an IT Service Management Specialist to support the ITSM function in Saudi Arabia. This role is centered on strengthening service governance, improving operational performance, and keeping service delivery aligned with ITIL 4 practices. The position requires a professional who can work closely with internal teams and clients, reduce disruption, and help maintain consistent service quality.

The ideal candidate brings 5 to 8 years of practical experience in IT Service Management, with deep capability in incident handling, problem management, continuous improvement, risk awareness, and service continuity. Arabic and English fluency are both essential because the role involves regular communication with Arabic-speaking stakeholders and clients.

Key Responsibilities

• Own and oversee core ITSM activities, including incident management, problem management, continuous service improvement, risk management, and service continuity.
• Create, roll out, and maintain ITSM policies, procedures, standards, and governance structures based on ITIL guidance.
• Track compliance with service management processes and ensure IT teams follow the required standards.
• Handle the full incident and problem lifecycle, ensuring issues are resolved quickly and business impact is kept low.
• Perform detailed root cause analysis for major and repeat incidents, and record corrective as well as preventive actions.
• Draft and deliver RCA reports for serious and high-impact incidents to clients and senior leadership.
• Lead major incident and problem review sessions, capture action points, and follow through until closure.
• Review incident, problem, and change records to confirm they are complete, accurate, and well documented.
• Study patterns in incidents, risks, problems, and service performance, then turn findings into practical improvement recommendations.
• Build service performance metrics, dashboards, and management reports for internal reviews and client meetings.
• Work with change management and technical teams to reduce operational risk when changes are introduced.
• Support continuous service improvement through data-driven analysis and process refinement.
• Contribute to business continuity planning by helping coordinate continuity exercises and improving service resilience.
• Identify operational risks and suggest mitigation measures.
• Coach team members, share knowledge, and help strengthen overall ITSM capability within the team.
• Develop strong working relationships with stakeholders, vendors, and clients to maintain high customer satisfaction.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a similar field.
• ITIL 4 Foundation certification is required.
• Additional ITIL 4 certifications such as Managing Professional, Strategic Leader, or Specialist modules are strongly preferred.
• COBIT certification is an added advantage.
• 5 to 8 years of experience in IT Service Management.
• Strong background in incident management and problem management in enterprise IT settings.
• Hands-on experience improving and implementing ITIL-based service management processes.
• Good understanding of IT infrastructure, enterprise applications, and service operations.
• Experience with root cause analysis and management of major incidents.
• Ability to prepare service reports for executive and client audiences.
• Exposure to business continuity, risk management, and service improvement work.
• Experience in large enterprise or managed services environments is preferred.
• Solid knowledge of the ITIL 4 framework and ITSM best practices.
• Understanding of COBIT and IT governance principles.
• Experience using ITSM tools such as ServiceNow, BMC Remedy, Jira Service Management, or ManageEngine.
• Strong analytical, reporting, documentation, and presentation skills.
• Ability to interpret service metrics and identify improvement opportunities.
• Excellent stakeholder management, communication, and coordination skills.
• Capacity to balance multiple priorities in a fast-moving environment.
• Customer-oriented mindset with a focus on service excellence.
• Leadership, mentoring, coaching, and organizational strengths.
• High attention to detail and strong process governance discipline.
• Arabic fluency is mandatory.
• Professional-level English communication is mandatory.

Additional Information

This position is based in the Kingdom of Saudi Arabia and is intended for a full-time onsite professional. The role requires regular interaction with Arabic-speaking clients and stakeholders, so bilingual capability is a core requirement.

Must-Have Profile

• 5 to 8 years of IT Service Management experience.
• Fluent Arabic speaker.
• ITIL 4 Foundation certification.
• Strong exposure to incident management and problem management.
• Root cause analysis experience.
• Working knowledge of ITIL best practices and ITSM governance.
• Experience with enterprise ITSM platforms such as ServiceNow, BMC Remedy, Jira Service Management, or similar tools.
• Bachelor’s degree in IT or a related discipline.