Senior Officer, Technology Performance Management

Senior Officer, Technology Performance Management

The Senior Officer, Technology Performance Management is a pivotal role responsible for driving IT performance excellence across the bank. This involves establishing, monitoring, analyzing, and reporting on IT services, projects, operations, vendors, and strategic initiatives to support data-driven decision-making and continuous improvement.

• IT Performance Monitoring:
• Develop and maintain the IT Performance Management Framework.
• Monitor and analyze enterprise IT KPIs, KRIs, and operational metrics.
• Identify performance gaps and recommend corrective actions.
• Coordinate KPI submissions across IT departments.
• KPI Management:
• Define and maintain IT KPIs aligned with business objectives.
• Establish KPI targets and measurement methods.
• Track performance against approved targets and support business units in KPI development.
• Dashboard & Reporting:
• Prepare regular reports and develop executive dashboards using Power BI and Excel.
• Highlight risks, trends, and improvement opportunities.
• SLA Management:
• Monitor SLA compliance and investigate breaches.
• Coordinate corrective actions with service owners and report SLA performance to management.
• Project Performance:
• Track project KPIs and coordinate reporting with the PMO.
• Monitor benefits realization and escalate delivery risks.
• Vendor Performance:
• Measure vendor KPIs and SLA compliance.
• Prepare vendor scorecards and support governance meetings.
• IT Governance & Compliance:
• Support SAMA ITGF implementation and ensure alignment with COBIT, ITIL, ISO 20000, and ISO 27001.
• Support audits and regulatory reviews and maintain evidence for compliance.
• Continuous Improvement:
• Identify automation opportunities and recommend process improvements.
• Benchmark performance and support improvement initiatives.

To excel in this role, candidates should possess a Bachelor’s degree in information technology, computer science, or a related field, with a minimum of 5-8 years of IT experience, including 3 years in IT Performance Management, IT Governance, IT PMO, or IT Service Management. A Master’s degree, relevant certifications (ITIL, COBIT, PMP/PRINCE2, Lean Six Sigma, Microsoft Power BI, ISO 20000, ISO 27001), and banking or financial services experience are highly desirable. Excellent communication skills, the ability to work under pressure, and knowledge of SAMA regulations and IT Governance Framework are essential.