IT Service Level Manager

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