JOB SUMMARY

Responsible for developing the overall IT Performance consisting of process, governance, and tool frameworks.
Design and implement performance management programs that align with the company’s strategic goals.
Drives the maturity and roadmap for the IT Performance Management.
Lead the performance management process
Monitor and report on IT processes and their KPIs
Full professional proficiency in both Arabic and English (spoken and written)

Develop metrics that align IT performance with business goals, ensuring clear communication of performance impacts.
Analyse performance data to identify areas for improvement and make data-driven recommendations
Provide transparency & visibility of service level performance to the senior management team.
Supports the service management team’s vision and process improvement efforts.
Define service level management and IT Performance monitoring framework.
Identify and implement process improvements within the IT department to streamline workflows and enhance performance outcomes.
Establish KPI metrics, benchmarks and promote a culture of Continual Service Improvement
Create detailed reports that outline performance metrics, findings, and recommendations. Present these reports to stakeholders and IT leadership on a regular basis.
Lead periodic performance review meetings to discuss ongoing issues, successes, and areas for improvement across IT Services.
Conduct training sessions and workshops for IT staff on performance management best practices, tools, and methodologies. Foster a culture of continuous improvement within the IT team.
Monitor IT function’s performance across all KPIs dimensions and provide operational feedback to each function on a regular basis
Coordinate information gathering, data analysis and ensures timely submission of the Up-to-date statistics, KPI score cards, and required IT performance and management reports
Responsible for compiling departmental KPIs.
Assist with the development and maintenance of ITSM processes and associated procedures/tasks
Help develop, improve and delivery ITIL process management. Work to improve process and also identify opportunities to better leverage existing technologies used by the company to manage existing processes.
Responsible for driving and management of ITSM processes along with the process owners and its associated life-cycle activities
Perform any other duties and responsibilities related to IT Performance Management as designated by the line manager.
Initiates escalations as required
Monitors key operational support metrics
Identifies and Initiates corrective actions related to Operations Support function (as required)
Monitors Support Performance
Support & Operations Management
Supports IT Lead in management of executive relationships with business community