Job Description

Job Summary

Responsible for developing the overall IT Performance consisting of process, governance, and tool frameworks.


Design and implement performance management programs that align with the company's strategic goals.


Drives the maturity and roadmap for the IT Performance Management.


Lead the performance management process


Monitor and report on IT processes and their KPIs


Full professional proficiency in both Arabic and English (spoken and written)

Duties & Responsibilities

Develop metrics that align IT performance with business goals, ensuring clear communication of performance impacts.


Analyse performance data to identify areas for improvement and make data-driven recommendations


Provide transparency & visibility of service level performance to the senior management team.


Supports the service management team's vision and process improvement efforts.


Define service level management and IT Performance monitoring framework.


Identify and implement process improvements within the IT department to streamline workflows and enhance performance outcomes.


Establish KPI metrics, benchmarks and promote a culture of Continual Service Improvement


Create detailed reports that outline performance metrics, findings, and recommendations. Present these reports to stakeholders and IT leadership on a regular basis.


Lead periodic performance review meetings to discuss ongoing issues, successes, and areas for improvement across IT Services.


Conduct training sessions and workshops for IT staff on performance management best practices, tools, and methodologies. Foster a culture of continuous improvement within the IT team.


Monitor IT function's performance across all KPIs dimensions and provide operational feedback to each function on a regular basis


Coordinate information gathering, data analysis and ensures timely submission of the Up-to-date statistics, KPI score cards, and required IT performance and management reports


Responsible for compiling departmental KPIs.


Assist with the development and maintenance of ITSM processes and associated procedures/tasks


Help develop, improve and delivery ITIL process management. Work to improve process and also identify opportunities to better leverage existing technologies used by the company to manage existing processes.


Responsible for driving and management of ITSM processes along with the process owners and its associated life-cycle activities


Perform any other duties and responsibilities related to IT Performance Management as designated by the line manager.


Initiates escalations as required


Monitors key operational support metrics


Identifies and Initiates corrective actions related to Operations Support function (as required)


Monitors Support Performance


Support & Operations Management


Supports IT Lead in management of executive relationships with business community

Minimum:

7+ years of relevant work experience


Work experience with ITSM tools


Proficiency with use of Remedy or ServiceNow ITSM


Strong analytical skills and experience with data analysis.


Excellent communication and collaboration skills.

Preferred:

10+ years of professional hands-on experience in IT Performance management in a large environment


Proficiency with use of Remedy or ServiceNow ITSM


Strong analytical skills and experience with data analysis.


Work experience with various ITSM Process owners and technical teams including: Compute, Virtual Infrastructure, Unix/Linux, Storage, Network, security and Database throughout the development and operational lifecycle.