49 Service Management jobs in Saudi Arabia

The Senior Specialist – ITSM is responsible for the design, governance, and continuous improvement of ITSM processes to ensure consistent, high-quality IT service delivery. This includes ownership of ITSM platforms (e.g., ServiceNow), process enforcement, vendor coordination, reporting, and cost tracking.

Key Responsibilities:

• Govern and enhance core ITSM processes: Incident, Change, Problem, Request, Knowledge, and Service Catalog.
• Administer and optimize ITSM platforms (e.g., ServiceNow, BMC Remedy, ManageEngine), including automation and user workflows.
• Monitor service KPIs and SLAs, ensuring alignment with internal performance standards.
• Manage service incidents and escalations, ensuring timely resolution and KPI compliance.
• Coordinate with ITSM vendors to ensure SLA and contractual obligations are met.
• Lead post-incident reviews, root cause analyses, and continuous service improvement (CSI) initiatives.
• Document ITSM processes and maintain audit readiness across all areas.
• Support budgeting and procurement for ITSM tools and services.
• Provide training and mentoring to service desk teams and process stakeholders.
• Identify and implement automation opportunities to reduce manual effort and enhance efficiency.
• Drive improvements in service delivery, user experience, and process maturity.

• Bachelor’s degree in IT, Computer Science, or related field. ITIL 4 Foundation required; ITIL Managing Professional, Lean IT, COBIT, or ISO/IEC 2000 are a plus.
• 4–6 years in IT Service Management with hands-on ownership of ITIL processes and experience using ITSM tools like ServiceNow, Remedy, Ivanti, or ManageEngine.
• Strong knowledge of IT service delivery (including cloud/hybrid), SLA reporting, process optimization, and excellent documentation, training, and communication abilities.

About Us

Businesses are complex, and so are their workflows and challenges. Off-the-shelf AI solutions often fall short of meeting unique needs. At VisionX, we bridge this gap with deep AI expertise and an understanding of your processes, pain points, and goals. Since 2017, AI has been our core, enabling us to deliver tailored systems for businesses and customers. As innovation partners to world-leading brands and Fortune 1000 companies, we specialize in product strategy and custom application development, leveraging agile methods, accelerators, and pre-trained AI assets to fast-track your AI journey while creating Intellectual Property.

Recognized among Fast Company’s Top 10 Most Innovative Companies of 2020—alongside Microsoft and Snap Inc.—VisionX delivers cutting-edge solutions across industries. Our expertise spans computer vision, 3D modeling, AR, VR, decision sciences, and IoT, solving diverse challenges with precision and innovation. By aligning technology with your objectives, we deliver transformative solutions that drive growth.

Your Role:

As an IT Service Management Analyst (BSE) at VisionX, you will play a crucial role in optimizing IT service delivery by driving process improvements and enhancing operational efficiency. You will be responsible for analyzing existing IT processes, identifying areas for improvement, and implementing best practices aligned with ITIL frameworks.

Responsibilities:

1. Proactively assess, design, and refine IT operational processes to achieve greater efficiency, enhance performance, and ensure alignment with organizational goals.
2. Utilize key performance indicators (KPIs) to identify bottlenecks, prioritize improvements, and track the effectiveness of process changes.
3. Implement process improvements through automation, streamlining workflows, and leveraging monitoring technologies.
4. Foster a culture of continuous improvement within the IT department.
5. Collaborate with various departments (e.g., development, operations, support) to ensure process enhancements support broader business objectives.
6. Communicate effectively with stakeholders at all levels, including technical and non-technical personnel.
7. Ensure compliance with industry standards and regulations related to IT service management.
8. Utilize data analytics to identify trends, predict potential issues, and measure the impact of process improvements.
9. Prepare reports and presentations to communicate process performance and improvement initiatives to management.

What You Need:

1. 5-8 years of experience in IT service management (ITSM), with a strong understanding of ITIL frameworks and best practices.
2. ITIL certification (e.g., ITIL Foundation V4, ITIL Intermediate) is mandatory.
3. Strong analytical and problem-solving skills, with the ability to identify and resolve complex issues.
4. Excellent communication and interpersonal skills, with the ability to effectively collaborate with diverse teams.
5. Proficiency in data analysis and reporting tools.
6. Experience with IT service management tools (e.g., ServiceNow, Jira) is a plus.
7. Strong understanding of IT operations, including incident management, problem management, change management, and release management.

Why Choose Us

Our global network of industry experts and mentors helps shape your growth and future. We believe in delivering client value through our work. We build products that are not good or great, but outstanding.

You deliver! We will make your stay and journey with us worthwhile.

We are an equal opportunity employer, and we value diversity. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other legally protected status.

About Us

Businesses are complex, and so are their workflows and challenges. Off-the-shelf AI solutions often fall short of meeting unique needs. At VisionX, we bridge this gap with deep AI expertise and an understanding of your processes, pain points, and goals. Since 2017, AI has been our core, enabling us to deliver tailored systems for businesses and customers. As innovation partners to world-leading brands and Fortune 1000 companies, we specialize in product strategy and custom application development, leveraging agile methods, accelerators, and pre-trained AI assets to fast-track your AI journey while creating Intellectual Property.

Recognized among Fast Company’s Top 10 Most Innovative Companies of 2020—alongside Microsoft and Snap Inc.—VisionX delivers cutting-edge solutions across industries. Our expertise spans computer vision, 3D modeling, AR, VR, decision sciences, and IoT, solving diverse challenges with precision and innovation. By aligning technology with your objectives, we deliver transformative solutions that drive growth.

Your Role:

As an IT Service Management Analyst (BSE) at VisionX, you will play a crucial role in optimizing IT service delivery by driving process improvements and enhancing operational efficiency. You will be responsible for analyzing existing IT processes, identifying areas for improvement, and implementing best practices aligned with ITIL frameworks.

Responsibilities:

1. Proactively assess, design, and refine IT operational processes to achieve greater efficiency, enhance performance, and ensure alignment with organizational goals.
2. Utilize key performance indicators (KPIs) to identify bottlenecks, prioritize improvements, and track the effectiveness of process changes.
3. Implement process improvements through automation, streamlining workflows, and leveraging monitoring technologies.
4. Foster a culture of continuous improvement within the IT department.
5. Collaborate with various departments (e.g., development, operations, support) to ensure process enhancements support broader business objectives.
6. Communicate effectively with stakeholders at all levels, including technical and non-technical personnel.
7. Ensure compliance with industry standards and regulations related to IT service management.
8. Utilize data analytics to identify trends, predict potential issues, and measure the impact of process improvements.
9. Prepare reports and presentations to communicate process performance and improvement initiatives to management.

What You Need:

1. 5-8 years of experience in IT service management (ITSM), with a strong understanding of ITIL frameworks and best practices.
2. ITIL certification (e.g., ITIL Foundation V4, ITIL Intermediate) is mandatory.
3. Strong analytical and problem-solving skills, with the ability to identify and resolve complex issues.
4. Excellent communication and interpersonal skills, with the ability to effectively collaborate with diverse teams.
5. Proficiency in data analysis and reporting tools.
6. Experience with IT service management tools (e.g., ServiceNow, Jira) is a plus.
7. Strong understanding of IT operations, including incident management, problem management, change management, and release management.

Why Choose Us

Our global network of industry experts and mentors helps shape your growth and future. We believe in delivering client value through our work. We build products that are not good or great, but outstanding.

You deliver! We will make your stay and journey with us worthwhile.

We are an equal opportunity employer, and we value diversity. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other legally protected status.

Role Summary:

The ServiceNow Architect is responsible for the technical strategy, design, and delivery of all ServiceNow components supporting the CCC transformation. This includes AIOps integrations, CMDB & Service Mapping, and the Service Portfolio & Catalog Framework.

The architect will design ServiceNow to act as a manager of managers, aggregating events, telemetry, and service health from multiple monitoring tools into a single command view.

Key Responsibilities:

• Architect the integration of monitoring and observability platforms (e.g., Dynatrace, Splunk, BMC TSOM, SolarWinds) into ServiceNow ITOM Event Management, enabling auto-ticketing, event enrichment, and intelligent incident response.
• Lead the design and execution of CMDB & Service Mapping projects, ensuring accurate modeling of business services, infrastructure, and application dependencies.
• Define the Service Portfolio and Service Catalog framework, aligning services to organizational roles, SLAs, and business outcomes.
• Support implementation of Operational Intelligence and AIOps features within ServiceNow to drive predictive analytics, anomaly detection, and impact analysis.
• Act as a ServiceNow SME to ensure alignment across CMDB, Change Management, and Monitoring Integration modules.
• Collaborate with the Observability Architect to standardize data ingestion models, configuration item (CI) relationships, and service health dashboards.
• Oversee customization, policy design, and configuration of CMDB reconciliation and data federation models.

Qualifications:

• 8–12 years of experience in ServiceNow architecture and enterprise ITSM/ITOM implementations.
• Demonstrated experience delivering ServiceNow-based AIOps and CMDB integration projects .
• Strong technical knowledge in:
  • ServiceNow ITOM Event Management
  • Service Mapping and Discovery
  • CMDB Modeling and CI Relationships
  • Service Portfolio & Catalog Design
• Experience in building ServiceNow as a manager of managers , integrating external systems like Splunk, BMC, Dynatrace, and SolarWinds.
• Familiar with MID Server design, orchestration, and ITOM Health dashboards.
• ServiceNow Certified System Administrator or Certified Implementation Specialist (ITOM or CMDB) preferred.

We’re looking for an experienced ITSM Process SME to lead the assessment and optimization of one of our leading clients Incident, Change, and Release Management processes.

Key Responsibilities:

• Evaluate current ITSM processes and documentation.
• Facilitate workshops with IT and business stakeholders.
• Analyse workflows, tooling (e.g., ServiceNow, Jira), and KPIs.
• Identify gaps against ITIL 4 best practices.
• Develop clear, actionable recommendations and improvement roadmaps.
• Present findings and reports to stakeholders.

Skills

Key Requirements:

• 7+ years of experience in Incident, Change & Release Management.
• ITIL 4 certification (Managing Professional preferred).
• Strong background in process analysis, design, and tooling optimization.
• Hands-on experience with ServiceNow, Jira, or similar platforms.
• Excellent communication, stakeholder engagement, and documentation skills.

We're looking for an experienced ITSM Process SME to lead the assessment and optimization of one of our leading clients Incident, Change, and Release Management processes.

Key Responsibilities:

• Evaluate current ITSM processes and documentation.
• Facilitate workshops with IT and business stakeholders.
• Analyse workflows, tooling (e.g., ServiceNow, Jira), and KPIs.
• Identify gaps against ITIL 4 best practices.
• Develop clear, actionable recommendations and improvement roadmaps.
• Present findings and reports to stakeholders.

Skills

Key Requirements:

• 7+ years of experience in Incident, Change & Release Management.
• ITIL 4 certification (Managing Professional preferred).
• Strong background in process analysis, design, and tooling optimization.
• Hands-on experience with ServiceNow, Jira, or similar platforms.
• Excellent communication, stakeholder engagement, and documentation skills.

Company Description
Jobs for Humanity is collaborating with Atkins to build an inclusive and just employment ecosystem. We support individuals coming from all walks of life.
Company Name: Atkins

Job Description

AtkinsRéalis is looking for a Service Delivery Deputy Director in KSA .

About AtkinsRéalis

Created by the integration of long-standing organizations dating back to 1911, AtkinsRéalis is a world-class engineering services and nuclear company dedicated to engineering a better future for our planet and its people. We create sustainable solutions that connect people, data, and technology to transform the world's infrastructure and energy systems. We deploy global capabilities locally to our clients and deliver end-to-end services across the entire asset lifecycle, including consulting, advisory & environmental services, intelligent networks & cybersecurity, design & engineering, procurement, project & construction management, operations & maintenance, decommissioning, and capital projects. Our capabilities serve strategic sectors such as Engineering Services, Nuclear, and Capital. More information is available at or follow us on LinkedIn.

Learn more about our career opportunities at:

This role reports to the Director of Consultancy & Advisory Services and has key account responsibilities directly to stakeholders in the region. The SNC portfolio covers a wide range of business sectors, with stakeholders operating across an even broader scope.

Responsibilities:

• The Senior Consultant will operate across the SNC business family, working independently or leading teams, providing service delivery oversight and advice related to facilities, asset management, and operational issues to stakeholders, programs, or internal teams.
• This may involve work across the Gulf Region and North Africa, with varying timeframes, from short to long-term, fragmented to sustained, complex to focused.
• The preferred job location is Doha, Qatar, but other locations in the region may be considered with agreement. The role will involve travel and periods away from home.
• Focus on financial and commercial aspects of facilities and asset management, including utility billing, service charge development and validation, FM budgets, asset replacement, and whole-life costing and modeling.
• Support bid processes and tendering activities, including pre-tender estimates.
• Assist in developing new business by working with potential stakeholders to identify needs and prepare proposals for solutions, advisory services, and change programs.
• Maintain robust commercial processes, ensuring correct contractual and commercial procedures are followed and documented for stakeholder engagements.
• Establish and follow stakeholder engagement plans to ensure high-quality service delivery.
• Gather and analyze data from stakeholders to develop solutions and advice, ensuring accuracy in decision-making and recommendations.
• Complete and close out stakeholder assignments, prepare reports, conduct wash-up meetings, and plan next steps.
• Maintain current industry knowledge through activities, interactions, and research.
• Enhance market presence through networking, industry participation, and thought leadership, fostering collaboration and knowledge sharing within the team.
• Conduct FM strategic reviews, design reviews, develop service delivery models, specify services, monitor performance, and conduct service audits.
• Manage contracts and provide operational support.
• Support operational readiness and mobilization activities.

Requirements:

• Degree or technical diploma in Facility or industrial maintenance/management.
• At least 15 years of experience in a similar role.
• Ability to work collaboratively with diverse stakeholders.
• Commitment to professional development for self and others.
• Enquiring and analytical mindset.
• Motivated, enthusiastic, and energetic.
• Proficient with Microsoft Office and computer skills.
• Excellent written and spoken English skills.

Why choose AtkinsRéalis?

• Tax-free salary.
• Comprehensive life insurance.
• Premium medical coverage for employees and dependents.
• Generous annual leave.
• Remote work options outside the country.
• Flexible/hybrid work arrangements.
• Company gratuity scheme.
• Discretionary bonus program.
• Annual flight allowance.
• Relocation assistance.
• Transport and housing allowances for remote locations.
• Employee Wellbeing Program offering 24/7 access to specialists in finance, legal, family care, health, fitness, and nutrition.

Your difference makes a difference. We care for our people and are committed to an inclusive environment where everyone can thrive and build a future.

AtkinsRéalis is dedicated to eliminating discrimination and promoting diversity. We aim to be representative of all society sections and ensure respect and fairness for all employees and applicants.

Our commitments include:

• Clear procedures and guidelines for managers and staff.
• Compliance with employment laws and standards.
• Equal and respectful treatment of all employees, potential hires, colleagues, and customers.

AtkinsRéalis is looking for a Service Delivery Deputy Director in KSA.

About AtkinsRéalis

Created by the integration of long-standing organizations dating back to 1911, AtkinsRéalis is a world-class engineering services and nuclear company dedicated to engineering a better future for our planet and its people. We create sustainable solutions that connect people, data and technology to transform the world's infrastructure and energy systems. We deploy global capabilities locally to our clients and deliver unique end-to-end services across the whole life cycle of an asset including consulting, advisory & environmental services, intelligent networks & cybersecurity, design & engineering, procurement, project & construction management, operations & maintenance, decommissioning and capital. The breadth and depth of our capabilities are delivered to clients in strategic sectors such as Engineering Services, Nuclear and Capital. News and information are available at or follow us on LinkedIn.

Learn more about our career opportunities at:

This role is reporting into the Director of Consultancy & Advisory Services and has key account duties directly to stakeholderss in the Region. The SNC portfolio covers a very wide and diverse range of business sectors, and our stakeholderss operate across an even wider remit.

Responsibilities:

• The Senior Consultant will operate across the whole SNC business family, working either individually or leading teams giving general or specific service delivery oversight services and/or advice on matters related to facilities, asset management and operational issues to our stakeholderss, programs, or in-house teams.
• This could be anywhere across the Gulf Region and North Africa and be of varying timeframes i.e., short, or long, fragmented or sustained, complex and strategic or focused single topic commissions.
• The job location is preferred Doha, Qatar, although anywhere in the Region, subject to agreement, may be considered. However, the role will involve travel and reasonable periods away from home the home base.
• Focus on financial and commercial aspects of facilities and asset management focusing on utility billing, service charge development and validation, FM Budgets, asset replacement and whole life costing and modelling.
• Bid support and general tendering requirements such as pre-tender estimates.
• Supporting the development of new business by working with potential stakeholderss to identify their precise requirements and developing documented proposals for the delivery of solutions, advisory services and change programmes.
• Maintaining robust commercial processes by ensuring that, for all new stakeholders engagements within the postholders specific area of activity, the correct contractual and commercial processes have been followed and documented.
• Ensuring accuracy of stakeholders service by establishing, for each assignment within the postholders specific area of activity, a stakeholders engagement plan and following the actions identified to ensure that an accurate stakeholders service is delivered.
• Delivering accuracy in decision making, solutions, change programmes and advice by gathering data from stakeholders organisations and operations to providing analytical tools and processes to understand and interpret stakeholders data to develop solutions and advice.
• Ensuring stakeholders assignments are completed and closed out including writing and presenting close out reports, holding wash up meetings and delivering next steps planning.
• Maintaining current and relevant knowledge base, through industry activities, interaction, and research.
• Enhancing the operate service delivery oversight market presence by networking, participation in industry events and thought leadership activity and strengthen the operate service delivery oversight team through collaboration, knowledge sharing and regular informal communication.
• FM strategic reviews, design reviews and service delivery model development, services specification scoping, performance monitoring system development and service audits.
• Contract management and operational support.
• Delivering operational readiness and mobilization.

Requirements:

• Educated to Degree level (full or part time) and/or Technical Diploma in Facility or industrial maintenance/management.
• A minimum of 15 years’ experience in a similar role.
• Collaborative working with a wide range of stakeholders.
• Team and individual professional development for self and others.
• Enquiring and Analytical mind.
• Motivated, enthusiastic, and energetic.
• Computer literate; Proficient with Microsoft Office.
• Excellent command of the English language with emphasis on the written form.

Why choose AtkinsRéalis?

• Tax-free salary.
• Comprehensive life insurance coverage.
• Premium medical insurance coverage for you and your dependents.
• Generous annual leave balance.
• Remote work opportunities outside of country.
• Flexible/hybrid work solutions.
• Company gratuity scheme.
• Discretionary bonus program.
• Annual flight contribution.
• Relocation assistance.
• Transportation & housing allowances: Available for remote work locations.
• Employee Wellbeing Program: 24/7 access to specialists in finance, legal matters, family care, as well as personal health, fitness, and nutrition consulting.

Your difference makes a difference. We care for our people and are committed to creating an inclusive working environment where you can thrive and build a future you want to be a part of.

AtkinsRéalis is committed to eliminating discrimination and encouraging diversity amongst our workforces. We aim to provide quality and fairness for all job applicants and employees and not to discriminate on grounds of gender, marital status, age, race, ethnic origin, religious conviction, or disablement. We oppose all forms of unlawful treatment and discrimination.

Our aim is for the company to be representative of all sections of society and that each employee feels respected and able to give their best. We are Scommitted to a policy of treating all our employees and job applications equally.

We pursue this commitment by:

• Having clear and concise procedures and guidelines for both line managers and employees to ensure policies are fully understood and implemented.
• Complying with the relevant employment legislation and codes of practice.
• Ensuring that all existing employees, potential employees, colleagues, and customers are treated equally and with respect.

At AtkinsRéalis , we seek to hire individuals with diverse characteristics, backgrounds and perspectives. We strongly believe that world-class talent makes no distinctions based on gender, ethnic or national origin, sexual identity and orientation, age, religion or disability, but enriches itself through these differences.

The Service Delivery Manager (SDM) at Master Works will lead the setup, development, and management of the IT Managed Services delivery model. This role is critical to building the service operations from the ground up, ensuring high-quality delivery of IT services to our clients across various sectors, including government and enterprise environments. The SDM will focus on client satisfaction, operational excellence, and sustainable service frameworks aligned with ITIL and industry best practices.

Key Responsibilities:

Service Delivery Setup & Execution:

• Design and implement end-to-end service delivery models, processes, and SLAs tailored for Master Works' IT clients.
• Build operational workflows and governance models for NOC, service desk, on-site support, and remote delivery teams.
• Ensure consistent and reliable service performance, quality control, and compliance with contractual obligations.

Client Relationship & Account Management:

• Act as the key interface between Master Works and its managed service clients.
• Develop a deep understanding of each client's operational needs and business objectives.
• Lead regular client meetings, service reviews, and feedback sessions to ensure satisfaction and trust.
• Lead and mentor a team of service desk agents, NOC staff, field engineers, and support specialists.
• Define performance metrics and career development plans for team members.
• Foster a culture of ownership, agility, and accountability.

SLA Management & Reporting:

• Monitor service levels and performance indicators using ITSM tools.
• Produce weekly and monthly dashboards and reports for internal leadership and client stakeholders.
• Proactively identify risks, bottlenecks, and areas of improvement with actionable recommendations.
• Drive continuous improvement initiatives, including automation, knowledge management, and workflow optimization.
• Collaborate with the EPMO, Pre-sales, and Technical Units to align service delivery with project-based support models.
• Support the development of service catalogs, pricing models, and proposals for new managed services engagements.

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or related discipline.
• 7+ years of experience in IT service delivery, including 2+ years in a managerial or leadership role.
• Experience in the Saudi IT market or government digital transformation projects is a plus.
• ITIL Foundation certified; advanced certifications (e.g., ITIL Intermediate, PMP) are advantageous.
• Deep understanding of IT infrastructure, networks, cloud, and enterprise systems.
• Strong leadership and people management capabilities.
• Excellent communication and stakeholder management skills.
• Familiarity with ITSM tools such as ServiceNow, ManageEngine, or similar platforms.

Strategic thinking with a hands-on approach in startup environments.