Senior ITSM Governance & Compliance Consultant

Riyadh - Saudi Arabia

Monthly Salary: Not Disclosed

Experience Required: 5-7years

Posted on: 7 hours ago

Vacancies: 1 Vacancy

Job Summary

Scope of Work:

Conducting analysis and engineering of technology processes SLAs service metrics (KPIs) policies and procedures to enhance efficiency and effectiveness.

Improving and formalizing process documentation including diagrams forms and templates to align with KAFD s expectations and industry best practices.

Enhancing and refining KAFD s technology service management processes and procedures to ensure agility in adapting to business changes technological advancements and service delivery requirements.

Streamlining and optimizing operational frameworks to improve service efficiency and effectiveness.

Developing governance and compliance services that align with KAFD s technology strategy and business objectives.

Reviewing and refining KAFD s technology performance measurement frameworks including KPIs automation tools and implementation metrics to enhance evaluation processes and provide actionable insights.

Ensuring compliance with all technology functions implementations and practices with internal policies regulatory standards and industry best practices.

Conducting compliance assessments reporting and gap analysis to identify corrective measures and enhance compliance maturity.

Planning and delivering governance-related knowledge transfer communication strategies awareness sessions and supporting materials to strengthen compliance and governance practices.

Requirements

5 8 years total in IT service management with 3 years focused on governance process design and KPI/reporting.
Demonstrated delivery of process optimization initiatives (e.g. streamlining Incident/Change/Request improving SLA attainment).
Proven experience designing and operationalizing KPIs/SLAs/OLAs with dashboards and periodic service reviews.
Hands on configuration and administration of an ITSM platform (ManageEngine SDP preferred) including workflows SLAs notifications and reports.
Track record of conducting compliance assessments & gap analyses documenting findings and driving remediation plans.
Experience facilitating workshops (process discovery pain point analysis RACI value stream mapping) and creating high quality process documentation.
Participation in or leadership of audits (internal/external) and evidence management.
Experience training and enabling stakeholders (knowledge transfer awareness sessions governance communication
Strong command of ITIL v4 practices (Incident Problem Change Request Service Catalog CMDB SLA/OLA/UC design).

Service portfolio & service mapping value stream mapping and demand/capacity concepts.
Working knowledge of COBIT (governance & control objectives).
Familiarity with ISO/IEC 20000 (IT service management) and ISO/IEC 27001 (information security) control alignment.
Policy & procedure lifecycle: drafting versioning approval workflows and control mapping.
Designing SLA/OLA/KPI frameworks targets and measurement methods.
Building and maintaining operational dashboards and scorecards; trend and root cause analysis.
Intermediate SQL for data extraction/validation from ITSM or data warehouse.
Proficiency with BI tools (Power BI or Tableau) for interactive dashboards DAX/calculations and data modeling.
Excel at an advanced level (pivot tables Power Query lookups).
Creation of process maps using BPMN 2.0; RACI SIPOC and procedure/work instruction authoring.
Template and form design aligned to governance standards.
Hands on configuration of at least one enterprise ITSM platform (e.g. ManageEngine ServiceDesk Plus ServiceNow Jira Service Management): workflows business rules notifications SLAs/escaltions.
Exposure to automation/orchestration (e.g. Power Automate platform-native workflow engines) for approvals routing and data quality checks.
Basic scripting (e.g. PowerShell or Python) for data handling and admin tasks.
Control design evidence collection and gap analysis techniques.
Compliance reporting exception management and remediation tracking.
Release/patch governance for ITSM platforms regression validation and change calendars.

Objective for the Solution Architect: To architect and oversee the implementation of a comprehensive IT infrastructure, specializing in Microsoft 365 security, compliance, and endpoint management. This role is pivotal in ensuring the integrity, security, and efficiency of your systems. The Solution Architect will lead the strategic development and continuous refinement of the IT landscape, guaranteeing not only compliance with global standards but also enhancing operational effectiveness and safeguarding organizational data. The goal is to establish a resilient, secure, and adaptable IT environment that supports and propels the organization\'s objectives forward in an increasingly digital world. Our Microsoft 365, Security, Compliance, and Endpoint Manager Solution Architect is prepared to effectively assess and optimize your IT infrastructure, ensuring enhanced security and compliance. Key initial actions include: Conduct a Comprehensive Audit: Review the current IT infrastructure to identify strengths, weaknesses, and areas for improvement in security, compliance, and system integration Design Tailored Solutions: Develop specific Microsoft 365, security, compliance, and endpoint management strategies that align with organizational goals and requirements. Implement Robust Security Measures: Establish and deploy advanced security protocols and technologies to protect against threats and vulnerabilities. Ensure Compliance Alignment: Update and refine compliance measures to meet industry standards and regulatory requirements. Optimize Endpoint Management: Design and implement endpoint management strategies to enhance device security and user productivity. Integrate Systems Seamlessly: Facilitate the integration of new solutions with existing systems to maintain operational continuity and data integrity Lead and Mentor: Guide and support a team of IT professionals in their daily operations, fostering a collaborative and knowledgeable environment Collaborate Across Departments: Work with various departments to ensure IT strategies effectively support organizational objectives and workflows Monitor and Report: Regularly assess the performance of implemented solutions, providing reports and insights to stakeholders to drive continuous improvement

Scope of Work: Conducting analysis and engineering of technology processes SLAs service metrics (KPIs) policies and procedures to enhance efficiency and effectiveness. Improving and formalizing process documentation including diagrams forms and templates to align with KAFD s expe...