IT Service Manager (ITSM) (Arabic Speaker)

Role overview

We are looking for a seasoned IT Service Manager who speaks Arabic fluently to join the Riyadh team. The position sits within a fast-paced environment focused on information technology, managed services, and digital transformation. You will own core IT service management activities, helping the business deliver reliable services while reducing disruption and improving overall performance.

This role calls for a strong command of ITIL principles, confidence in managing stakeholders, and the ability to guide service improvements across a complex IT landscape. You will work with internal teams, customers, and senior leaders to keep services stable, efficient, and aligned with agreed standards.

Key responsibilities

You will lead the main ITSM processes, including incident, problem, change, and continual service improvement practices. In addition, you will help shape governance, policies, and procedures so they remain aligned with ITIL-based best practices.

Your work will include tracking SLA and KPI performance, taking charge of major incidents, coordinating the right teams for resolution, and ensuring follow-up actions are completed. You will also perform root cause analysis for critical issues, chair incident reviews, and prepare reports and communications for both executives and clients.

Another part of the role involves reviewing trends across incidents, risks, and service outcomes, then turning that analysis into practical improvement plans. You will support audits, compliance activities, and risk-related initiatives while also serving as the main contact for service escalations.

You will present service performance updates to clients and leadership, take part in governance meetings, and build strong working relationships across business and technology groups. The position also covers continuity and resilience activities such as business continuity and disaster recovery exercises, along with mentoring team members and encouraging a culture of accountability and continuous improvement.

Requirements

A bachelor’s degree in information technology, computer science, engineering, or a similar field is required. The role also requires at least 5 years of experience in IT service management, with hands-on exposure to incident, problem, and change management in enterprise-scale environments.

You should have experience across infrastructure, applications, cloud services, and managed services, as well as direct interaction with clients and senior stakeholders. A valid ITIL 4 Foundation certification is mandatory. Additional ITIL certifications are preferred, and credentials such as COBIT, ISO 20000, ISO 27001, PMP, or PRINCE2 will be an added advantage.

Strong analytical thinking, problem-solving ability, leadership, stakeholder management, and presentation skills are essential. You should be comfortable writing RCA reports and executive-level updates, working effectively under pressure, staying organized, and maintaining a customer-first approach.

Language skills are important for this role: Arabic fluency is mandatory, and you must also have strong written and spoken English.

Additional information

Location: Riyadh, Saudi Arabia

Employment type: Full-time

Industry: Information Technology / Managed Services / Digital Transformation

Experience required: 5+ years

Mandatory certification: ITIL 4 Foundation

Preferred certifications: Additional ITIL certifications; COBIT, ISO 20000, ISO 27001, PMP, or PRINCE2 are beneficial

Language requirement: Native or fluent Arabic speaker; strong English communication skills