وصف الوظيفة
Role Overview
IT Service Level Manager at TAWANTECH. This role drives service performance, vendor governance, and cost transparency across the IT landscape in a complex, multi-vendor environment supporting a modern Managed Services operating model within a regulated banking setting.
Role Purpose
Ensure end-to-end service performance, financial control, and alignment between IT services and business priorities. Work closely with IT, Finance, and external service providers to drive operational excellence, accountability, and data-driven decision-making across the IT organization as part of a broader IT transformation.
Key Responsibilities
Service & Vendor Management
- Manage service performance across multiple IT vendors
- Monitor SLAs, KPIs, and service quality
- Coordinate cross-vendor dependencies and escalations
- Support service reviews and governance forums
IT Financial Governance
- Manage IT budgeting, forecasting, and cost tracking
- Ensure transparency of IT costs and alignment with business value
- Monitor financial performance of IT services and vendors
- Provide reporting, dashboards, and variance analysis
Governance & Integration
- Ensure compliance with governance frameworks and contractual obligations
- Drive cross-functional alignment between IT, Finance, and vendors
- Support continuous improvement of service delivery and cost efficiency
- Contribute to the development of a scalable IT operating model
Qualifications & Experience
- Bachelor's or Master's degree in Finance, Business Administration, Information Systems, or a related field
- Understanding of SLA/KPI management and service performance tracking
- Experience in IT cost management, budgeting, or financial reporting
- Familiarity with IT governance frameworks (e.g. ITIL, COBIT)
- Experience in banking or other regulated environments is preferred
Skills & Competencies
- Advanced Excel skills
- Experience with vendor management and reporting tools (e.g. ServiceNow, dashboards)
- Experience with BI tools (e.g. Power BI)
- Familiarity with contract and procurement processes
- Understanding of IT service management frameworks (e.g. ITIL v3/v4)
- Experience with performance reporting and data-driven decision-making
- Strong stakeholder management across IT, Finance, and vendors
- Ability to balance operational and financial perspectives
- Structured, analytical, and solution-oriented mindset
- High ownership and accountability
- Strong analytical and problem-solving skills
- Strong communication skills with the ability to engage both technical and non-technical stakeholders
- Ability to manage multiple priorities across service, vendor, and financial topics
Additional Information
- Fluent in English (mandatory); Arabic is a plus
- Ability to work in a complex, fast-paced, and transformation-driven environment
- High level of ownership, reliability, and attention to detail
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