IT Service Level Manager

Required Skills

Nice to have:

Functional Expertise: 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)  Tools & Methods: 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  Stakeholder & Ways of Working: 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  Domain / Context: Experience in banking or other regulated environments is preferred  Qualifications & Additional Requirements: Bachelor’s or Master’s degree in Finance, Business Administration, Information Systems, or a related field  Fluent in English (mandatory); Arabic is a plus  Strong analytical and problem-solving skills  Ability to work in a complex, fast-paced, and transformation-driven environment  Strong communication skills with the ability to engage both technical and non-technical stakeholders  High level of ownership, reliability, and attention to detail  Ability to manage multiple priorities across service, vendor, and financial topics

We are looking for an IT Service Level Manager to drive service performance, vendor governance, and cost transparency across our IT landscape. This role combines key responsibilities across Service Level Management (SLM), vendor management, and IT financial governance, supporting a modern Managed Services operating model in a complex, multi-vendor environment. You will play a central role in ensuring end-to-end service performance, financial control, and alignment between IT services and business priorities as part of a broader IT transformation in a regulated banking environment. Working closely with IT, Finance, and external service providers, you will drive operational excellence, accountability, and data-driven decision-making across the IT organization.  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