IT Service Level Manager

About the Role

We are seeking a dynamic and results-driven IT Service Level Manager to oversee service performance, vendor governance, and cost transparency across our IT ecosystem. This pivotal role bridges the critical functions of Service Level Management (SLM), vendor management, and IT financial governance within a modern Managed Services framework. Operating in a sophisticated, multi-vendor environment, you will be instrumental in driving end-to-end service excellence, ensuring financial accountability, and aligning IT services with evolving business priorities—all within the context of a transformative IT initiative in a regulated banking sector.

As a central figure within our IT organization, you will collaborate closely with cross-functional teams, including IT, Finance, and external service providers, to foster operational excellence, enforce accountability, and champion data-driven decision-making. Your expertise will be vital in shaping a scalable IT operating model that balances performance, cost efficiency, and compliance, while supporting our broader strategic objectives.

Key Responsibilities

The IT Service Level Manager will be responsible for the following core functions:

• Service & Vendor Management:
  • Oversee and manage service performance across multiple IT vendors to ensure adherence to contractual obligations and service standards.
  • Monitor and analyze Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and overall service quality to identify trends, risks, and opportunities for improvement.
  • Coordinate cross-vendor dependencies and manage escalations to resolve service disruptions and performance issues proactively.
  • Facilitate service reviews and governance forums to ensure transparency, accountability, and continuous alignment with business needs.
• IT Financial Governance:
  • Lead IT budgeting, forecasting, and cost tracking initiatives to maintain financial discipline and transparency across IT services and vendors.
  • Provide clear visibility into IT costs, ensuring alignment with business value and strategic priorities.
  • Monitor the financial performance of IT services and vendors, delivering regular reporting, variance analysis, and actionable insights to stakeholders.
  • Develop and maintain financial dashboards and reports to support executive decision-making and governance requirements.
• Governance & Integration:
  • Ensure strict compliance with governance frameworks, regulatory requirements, and contractual obligations across all IT services and vendor engagements.
  • Drive cross-functional alignment between IT, Finance, and external vendors to foster collaboration, accountability, and shared ownership of service outcomes.
  • Support the continuous improvement of service delivery models, cost efficiency, and operational resilience through data-driven insights and best practices.
  • Contribute to the evolution of a scalable and adaptive IT operating model that supports long-term business growth and transformation goals.

Requirements

Functional Expertise

• Proven experience in Service Level Agreement (SLA) and KPI management, with a strong understanding of service performance tracking and improvement methodologies.
• Hands-on experience in IT cost management, including budgeting, forecasting, and financial reporting, with a focus on cost transparency and value optimization.
• Familiarity with IT governance frameworks such as ITIL, COBIT, or ISO 20000, and the ability to apply these principles in a practical, results-oriented manner.
• Exposure to contract and procurement processes, including vendor selection, negotiation, and performance management.
• Strong knowledge of IT service management frameworks, particularly ITIL v3 or v4, and their application in service delivery and governance.

Tools & Methods

• Advanced proficiency in Microsoft Excel, including the ability to build complex financial models, perform variance analysis, and create insightful dashboards.
• Experience with vendor management and reporting tools such as ServiceNow, BMC Remedy, or similar platforms to track service performance and vendor compliance.
• Familiarity with Business Intelligence (BI) tools like Power BI, Tableau, or Qlik to develop interactive reports and visualizations for executive stakeholders.
• Understanding of performance reporting and data analytics techniques to derive actionable insights from IT service and financial data.

Stakeholder & Ways of Working

• Exceptional stakeholder management skills, with the ability to engage, influence, and collaborate effectively with IT, Finance, and external vendor teams across diverse organizational levels.
• Capacity to balance operational and financial perspectives, ensuring that service delivery decisions are both technically sound and financially viable.
• A structured, analytical, and solution-oriented mindset, with a focus on problem-solving and continuous improvement in a complex, multi-vendor environment.
• Demonstrated high ownership and accountability, with a commitment to delivering measurable results and driving accountability across all initiatives.

Domain & Context

• Prior experience in a banking or other regulated industry is highly desirable, given the emphasis on compliance, risk management, and governance in such environments.

Qualifications & Additional Requirements

• Bachelor’s or Master’s degree in Finance, Business Administration, Information Systems, or a related field.
• Fluent in English (mandatory); proficiency in Arabic is considered a valuable asset.
• Strong analytical and problem-solving skills, with the ability to interpret complex data and translate insights into strategic actions.
• Capacity to thrive in a fast-paced, transformation-driven environment, where adaptability and resilience are key to success.
• Excellent communication skills, with the ability to articulate technical and financial concepts clearly to both technical and non-technical audiences.
• High level of ownership, reliability, and attention to detail, ensuring consistent delivery of high-quality outcomes in a dynamic setting.
• Proven ability to manage multiple priorities across service, vendor, and financial domains while maintaining a focus on strategic objectives.