Senior Officer, IT Performance Management

Role Overview

As a Senior Officer, IT Performance Management, you will play a pivotal role in driving operational excellence and strategic alignment within the bank’s IT ecosystem. This position is responsible for designing, implementing, and overseeing a robust IT Performance Management Framework that ensures all IT services, projects, operations, vendors, and strategic initiatives are rigorously measured against established Key Performance Indicators (KPIs), Key Risk Indicators (KRIs), Service Level Agreements (SLAs), and regulatory mandates. Your insights will empower leadership to make data-driven decisions, foster continuous improvement, and uphold the highest standards of IT governance and compliance.

Key Responsibilities

The core responsibilities of this role encompass a broad spectrum of IT performance oversight, including:

• IT Performance Monitoring:
  • Develop and maintain a comprehensive IT Performance Management Framework tailored to the bank’s objectives.
  • Monitor enterprise-wide IT KPIs, KRIs, and operational metrics to assess performance trends and operational health.
  • Conduct in-depth analysis of monthly and quarterly performance data to identify trends, anomalies, and performance gaps.
  • Recommend corrective actions to address performance deficiencies and enhance operational efficiency.
  • Validate the accuracy, completeness, and integrity of performance data across all IT functions.
  • Coordinate KPI submissions and reporting across IT departments to ensure consistency and alignment.
• KPI Management:
  • Define, refine, and maintain IT KPIs that are strategically aligned with business objectives and regulatory requirements.
  • Establish clear, measurable KPI targets and methodologies for consistent evaluation.
  • Periodically review and update KPIs to ensure relevance and responsiveness to evolving business and technological landscapes.
  • Track performance against approved targets and provide actionable insights to stakeholders.
  • Collaborate with business units to develop and integrate KPIs that reflect their operational priorities.
• Dashboard & Reporting:
  • Design, develop, and distribute weekly, monthly, quarterly, and annual performance reports for executive leadership and relevant committees.
  • Create dynamic executive dashboards using Power BI and Excel to visualize performance trends, risks, and opportunities.
  • Present actionable insights to the CIO and senior management, highlighting critical risks, emerging trends, and areas for improvement.
  • Ensure timely and accurate distribution of reports to stakeholders, facilitating informed decision-making.
• SLA Management:
  • Monitor and track SLA compliance across all IT services and vendor engagements.
  • Investigate and document SLA breaches, root causes, and their impact on operations.
  • Coordinate with service owners to implement corrective actions and prevent recurrence of SLA violations.
  • Report SLA performance metrics to management, ensuring transparency and accountability.
• Project Performance:
  • Track and evaluate project performance against schedule, budget, scope, and quality KPIs.
  • Collaborate closely with the Project Management Office (PMO) to ensure alignment and consistency in reporting.
  • Monitor benefits realization post-implementation to validate project success and ROI.
  • Escalate delivery risks and performance issues to senior management for timely intervention.
• Vendor Performance:
  • Measure and evaluate vendor KPIs and SLA compliance to ensure adherence to contractual obligations.
  • Develop and maintain vendor scorecards to provide a clear, objective assessment of vendor performance.
  • Support governance meetings with vendors, presenting performance insights and facilitating improvement discussions.
  • Recommend and implement vendor improvement plans to enhance service quality and reliability.
• IT Governance & Compliance:
  • Support the implementation and adherence to the Saudi Central Bank’s (SAMA) IT Governance Framework (ITGF).
  • Ensure alignment with globally recognized frameworks, including COBIT, ITIL, ISO 20000, and ISO 27001.
  • Assist in audits and regulatory reviews by maintaining comprehensive evidence and documentation for compliance.
• Continuous Improvement:
  • Identify opportunities for automation and process optimization to enhance efficiency and accuracy in performance management.
  • Recommend and drive process improvements to streamline IT operations and reporting mechanisms.
  • Conduct performance benchmarking against industry standards and best practices to drive excellence.
  • Support and champion continuous improvement initiatives across the IT organization.

Job Requirements

To excel in this role, candidates must meet the following qualifications and experience:

• Nationality: Saudi national.
• Education & Certifications:
  • Bachelor’s degree in Information Technology, Computer Science, Information Systems, Computer Engineering, or a closely related field. A master’s degree is considered advantageous.
  • Professional certifications in ITIL Foundation / ITIL 4, COBIT Foundation, PMP or PRINCE2, and Certified KPI Professional.
  • Additional certifications in Lean Six Sigma, Microsoft Power BI, ISO 20000 Foundation, and ISO 27001 Foundation are highly desirable.
• Experience:
  • Minimum of 5 to 8 years of progressive IT experience, with at least 3 years specifically in IT Performance Management, IT Governance, IT PMO, or IT Service Management.
  • Proven experience in the banking or financial services sector, with a deep understanding of IT operational and regulatory environments.
• Skills & Knowledge:
  • Exceptional written and verbal communication skills, with the ability to present complex data in a clear, concise, and compelling manner.
  • In-depth knowledge of SAMA regulations and the IT Governance Framework, ensuring compliance and alignment with national standards.
  • Strong analytical and problem-solving abilities, with a keen eye for detail and accuracy.
  • Demonstrated capability to thrive in high-pressure environments, managing multiple priorities and deadlines effectively.
  • Proficiency in KPI and KRI management, with a track record of driving performance improvements.
• Location: Jeddah, Saudi Arabia.