Job Overview

We are seeking a highly experienced IT Service Manager to lead and oversee vendor management and service governance within a multi-vendor banking environment. The ideal candidate will bring deep expertise in vendor integration, SLA governance, and SLM framework design, ensuring consistent service delivery across all partners. This role is ideal for a bilingual professional (Arabic and English) with extensive experience in the banking industry, ready for an immediate start.

Key Responsibilities

• Manage and coordinate multiple IT service vendors, ensuring alignment with contractual, operational, and business objectives.
• Oversee multi-vendor integration and service delivery performance across all IT and operational domains.
• Develop, monitor, and enforce Service Level Agreements (SLAs) to maintain quality and efficiency in IT services.
• Define and manage penalty and incentive mechanisms (service debits and credits) tied to vendor performance.
• Lead the creation and continuous improvement of the Service Level Management (SLM) framework, including dashboards, KPIs, and reporting.
• Collaborate closely with business and IT stakeholders to drive vendor accountability and service excellence.
• Prepare regular performance reports and recommendations for senior management and governance committees.

Qualifications and Experience

• 10+ years of professional experience in IT service management and vendor management, preferably within the banking sector (mandatory).
• Proven experience managing multi-vendor environments and ensuring end-to-end service integration.
• Strong background in SLA tracking, performance management, and service credit/debit mechanisms.
• Expertise in SLM framework design, performance dashboards, and governance reporting.
• Excellent communication, negotiation, and stakeholder engagement skills.
• Bilingual (Arabic and English) fluent proficiency required.

Vertical:

Technology