IT Service Management Specialist (SOURC02379)

Since 2004, 2P – Perfect Presentation has been a leader in Saudi Arabia’s ICT landscape, delivering integrated technology solutions that help organizations accelerate digital transformation and improve operational efficiency. With a strong foundation in innovation and service excellence, 2P continues to provide end-to-end solutions through its specialized business units and trusted market expertise. We are looking for an experienced IT Service Management Specialist with strong knowledge of ITIL, service operations, process improvement, incident management, and service delivery planning. Role Summary The IT Service Management Specialist will be responsible for analyzing, developing, improving, and monitoring IT services to ensure efficient and high-quality service delivery. The role requires close collaboration with internal teams, clients, and service partners to develop service management strategies, operational plans, processes, and performance reports while ensuring services are delivered in accordance with approved standards, policies, and procedures. Key Responsibilities • Study, analyze, and identify IT services and develop appropriate operational and improvement plans. • Develop and continuously improve service management processes, procedures, and practices. • Prepare service management reports, documents, recommendations, and operational plans. • Monitor service delivery progress and ensure services are completed according to required quality and performance standards. • Analyze detailed service processes and workflows to ensure integration, consistency, and efficient service delivery. • Identify service management challenges and develop appropriate corrective and improvement solutions. • Review industry practices and emerging trends in IT Service Management (ITSM) and recommend applicable best practices. • Develop service management strategies in coordination with clients and internal stakeholders. • Identify staffing, tools, technology, and specialized support requirements needed for effective service operations. • Develop administrative and operational procedures using modern service management techniques. • Manage incidents assigned to external or internal service partners. • Manage ticket queues and ensure all assigned tickets are regularly updated and resolved within agreed timelines. • Monitor operational service performance and identify opportunities for continuous improvement. • Prepare analytical reports and presentations for management and relevant stakeholders. • Maintain service management information, reports, and records within approved systems and databases. • Work closely with technical, operational, and business teams to improve service quality and customer experience. • Provide recommendations based on data and statistical analysis. • Report to the IT Director while being capable of managing assigned responsibilities independently. Requirements • Bachelor’s degree in Information Technology, Computer Science, Information Systems, Business Administration, or a related field. • Minimum 5+ years of relevant experience in IT Service Management, Service Delivery, IT Operations, or a related function. • Strong understanding of ITIL concepts, processes, and functions. • Practical experience in service planning, service improvement, and operational process development. • Experience managing incidents, service partners, and ticket queues. • Strong experience preparing service management reports, operational plans, and management presentations. • Experience with data analysis, statistical analysis, and reporting tools. • Ability to analyze complex service processes and recommend practical improvements. • Strong problem-solving and decision-making capabilities. • Ability to work independently and manage multiple priorities. • Excellent verbal and written communication skills. • Ability to work effectively with diverse teams and stakeholders in challenging operational environments. Required Certifications • PMP – Project Management Professional • Agile Certification Preferred Knowledge • ITIL / IT Service Management • Incident Management • Service Delivery Management • Problem Management • Change Management • SLA & KPI Monitoring • Ticket Management • Service Improvement • Data & Statistical Analysis • Operational Planning • Process Optimization

Bachelor’s degree in Information Technology, Computer Science, Information Systems, Business Administration, or a related field. Minimum 5+ years of relevant experience in IT Service Management, Service Delivery, IT Operations, or a related function. Strong understanding of ITIL concepts, processes, and functions. Practical experience in service planning, service improvement, and operational process development. Experience managing incidents, service partners, and ticket queues. Strong experience preparing service management reports, operational plans, and management presentations. Experience with data analysis, statistical analysis, and reporting tools. Ability to analyze complex service processes and recommend practical improvements. Strong problem-solving and decision-making capabilities. Ability to work independently and manage multiple priorities. Excellent verbal and written communication skills. Ability to work effectively with diverse teams and stakeholders in challenging operational environments.

Study, analyze, and identify IT services and develop appropriate operational and improvement plans. Develop and continuously improve service management processes, procedures, and practices. Prepare service management reports, documents, recommendations, and operational plans. Monitor service delivery progress and ensure services are completed according to required quality and performance standards. Analyze detailed service processes and workflows to ensure integration, consistency, and efficient service delivery. Identify service management challenges and develop appropriate corrective and improvement solutions. Review industry practices and emerging trends in IT Service Management (ITSM) and recommend applicable best practices. Develop service management strategies in coordination with clients and internal stakeholders. Identify staffing, tools, technology, and specialized support requirements needed for effective service operations. Develop administrative and operational procedures using modern service management techniques. Manage incidents assigned to external or internal service partners. Manage ticket queues and ensure all assigned tickets are regularly updated and resolved within agreed timelines. Monitor operational service performance and identify opportunities for continuous improvement. Prepare analytical reports and presentations for management and relevant stakeholders. Maintain service management information, reports, and records within approved systems and databases. Work closely with technical, operational, and business teams to improve service quality and customer experience. Provide recommendations based on data and statistical analysis. Report to the IT Director while being capable of managing assigned responsibilities independently.