Senior ITSM & Quality Control Manager

The role is responsible for the daily oversight, governance, and continuous improvement of the Bank's IT Service Management (ITSM) processes. This role ensures that ITSM processes are effectively enforced, monitored, and measured to achieve optimal service delivery and operational excellence. He/she will collaborate closely with internal and cross-functional teams to ensure that ITSM tools and frameworks are fully optimized and aligned with business needs. By driving process improvements and fostering a culture of continuous enhancement, He/she plays a key role in delivering seamless, high-quality IT services that support the Digital Bank's objectives and growth.

• Manage and support the assigned ITSM processes to ensure seamless and efficient delivery of IT services within the Digital Bank, ensuring alignment with organizational objectives and best practices.
• Act as the primary point of contact for managing vendor relationships related to service incidents and problem resolution. Represent the team in vendor discussions to drive timely issue resolution and service improvements.
• Participate in the 24x7 on-call standby rotation as needed, ensuring prompt response and resolution of IT service disruptions or critical incidents outside of standard operating hours.
• Continuously monitor, assess, and enhance the quality of IT services and solutions to ensure they meet the evolving health and performance requirements of the business. 
• Drive service improvements to meet business needs and optimize user experience.
• Gather, assess, and prioritize incoming business demands, ensuring that critical IT initiatives are aligned with business priorities. Maintain a dynamic pipeline of requests, balancing urgency, impact, and feasibility.
• Provide expert-level consulting and troubleshooting support for IT infrastructure issues, working closely with internal teams to resolve complex problems and maintain operational stability.
• Perform any other duties assigned to by line manager related to the nature of the work
• Enforce, incorporate, and comply with all necessary controls and related information security (EIS) policies, procedures, practices, training, reporting, personal due diligence, and vigilance, within departmental/unit activities and operations.

Preferred Qualifications: 

• A tertiary-level qualification in computer science, IT, engineering, or related field, with a strong focus on advanced database management concepts and technologies.

Years & Nature of Experience:

• Recommended 5 to 7 years of equivalent experience where required competencies and experience has been demonstrated
• A specialist individual contributor or a team lead who has managed and delivered projects
• Has team or technical supervision skills
• Demonstrated expertise and experience with complex technical activities 
• Has worked with more senior staff and dealt with complex issues, larger clients, accounts, projects, or internal relationships.
• Proven experience running the end-to-end incident process (detection through closure) against SLAs, aligned to ITIL practice, including Major Incident declaration and running bridge calls under pressure. 
• Sound, consistent application of Priority/Severity/Impact criteria, including ambiguous or high-blast-radius incidents. 
• Clear, well-paced status updates to technical teams, business owners, and senior management during active incidents; blameless Post-Incident Review facilitation with documented root cause and corrective actions.
• Working familiarity across the application, database, middleware/API, and infrastructure layers of the estate: enough to assess a diagnosis and ask the right questions. Comfortable reading logs, dashboards, and monitoring output. 
• Proficiency with an ITSM platform (e.g., Jira Service Management) and understanding of the interfaces between Incident, Problem, and Change Management. Ability to write scripts to automate routine incident-management tasks (e.g., triage, notifications, reporting).
• Audit-defensible record-keeping, and awareness of segregation-of-duties between Service Desk and ITSM across the incident lifecycle.
• Experience producing and submitting incident notifications to the regulator (SAMA) for incidents meeting the reportable criticality threshold, within mandated timelines, to the required content standard.
   

Technical Competencies:

• Incident lifecycle ownership
• Classification & judgment 
• Technical breadth
• Tooling & process 
• Governance 
• Regulatory incident reporting 

Behavioral Competencies:

• Effective Communication
• Attention to Detail
• Problem-Solving