Manager, Digital Service Monitoring

Role Overview

The Manager, Digital Service Monitoring plays a pivotal role in safeguarding Saudia’s digital infrastructure by ensuring the stability, visibility, and uninterrupted availability of critical digital platforms. This position is responsible for overseeing service performance across the entire digital ecosystem, enhancing vendor accountability, and aligning monitoring efforts with security protocols. Additionally, the role ensures rapid engineering response to incidents that may impact customers or disrupt business operations, thereby maintaining operational excellence and customer trust.

Key Responsibilities

• Service Performance Oversight: Monitor and analyze the performance of digital services to identify trends, anomalies, and potential risks. Implement proactive measures to mitigate issues before they escalate into critical incidents.
• Vendor Accountability: Establish and enforce performance benchmarks for third-party vendors, ensuring they meet contractual obligations and deliver high-quality services. Conduct regular audits and reviews to assess vendor compliance and address any deficiencies.
• Security Monitoring Alignment: Collaborate with cybersecurity teams to integrate monitoring frameworks that align with industry standards and regulatory requirements. Ensure that security incidents are promptly detected, escalated, and resolved in accordance with established protocols.
• Incident Response Management: Lead the engineering response to critical incidents, coordinating cross-functional teams to minimize downtime and restore services efficiently. Develop and maintain incident response playbooks to streamline resolution processes.
• Data Governance and Quality: Oversee data governance initiatives to ensure data integrity, accuracy, and compliance with regulatory standards. Implement frameworks such as DAMA-DMBOK and NDMO to enhance data management practices, including metadata management, Master Data Management (MDM), data lifecycle management, classification, and privacy principles.
• Technical Expertise: Stay abreast of emerging technologies and industry best practices in digital service monitoring, cloud platforms, and enterprise data solutions. Leverage knowledge of ISO 8000, ISO 42001 (preferred), and other relevant standards to drive continuous improvement in monitoring capabilities.

Qualifications and Skills

To excel in this role, candidates must possess a strong technical foundation and business acumen. The ideal candidate will meet the following requirements:

• Education: A Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related technical discipline is required to ensure a comprehensive understanding of digital systems and infrastructure.
• Technical Proficiency: In-depth knowledge of data governance principles, including data quality, metadata management, Master Data Management (MDM), data lifecycle management, classification, and privacy principles. Familiarity with DAMA-DMBOK, NDMO framework, and ISO standards (ISO 8000, ISO 42001 preferred) is highly desirable.
• Problem-Solving Skills: Ability to identify complex problems within digital services, analyze relevant information, and develop effective solutions. Strong critical thinking and analytical skills are essential for troubleshooting and resolving issues efficiently.
• Business Acumen: A deep understanding of the business environment, including the relationships and processes that drive organizational success. The ability to align technical strategies with business objectives ensures that monitoring efforts contribute to overall operational and strategic goals.

Work Environment

The Manager, Digital Service Monitoring will operate in a dynamic and fast-paced environment, collaborating with cross-functional teams including IT, cybersecurity, engineering, and vendor management. The role requires a proactive approach to problem-solving, strong leadership skills, and the ability to thrive under pressure while maintaining a focus on delivering exceptional service quality.