ITSM Manager & Capacity Manager - Associate Manager Infrastructure Services (m/f/d)
- الرياض
- دائم
- دوام كامل
ITSM Responsibilities:
- Lead and manage ITIL-based service management processes including Incident, Problem, Change, Request, and Release Management.
- Own the ITSM roadmap and ensure alignment with business goals and compliance standards.
- Oversee the ITSM toolset (e.g., ServiceNow, BMC, Cherwell), including process automation and reporting.
- Maintain SLAs/OLAs and ensure performance tracking and service reporting.
- Facilitate service reviews, drive continual service improvement (CSI) initiatives, and manage stakeholder expectations.
- Collaborate with IT and business teams to optimize service delivery and ensure consistent adoption of ITSM practices.
- Assist in the management and operation of infrastructure services, providing support to the team.
- Contribute to the implementation of infrastructure strategies and projects.
- Capacity Management Responsibilities:
- Monitor and analyze infrastructure performance, usage, and trends across servers, networks, and cloud resources.
- Forecast future capacity requirements based on business growth, projects, and system changes.
- Collaborate with infrastructure, application, and business teams to align capacity with strategic objectives.
- Identify bottlenecks, risks, and under/over-utilized resources; recommend proactive actions.
- Develop capacity plans to support project delivery, operational stability, and budget forecasting.
- Produce regular reports and dashboards showing key capacity and performance metrics.
- Participate in the implementation of best practices and process improvements within the infrastructure services.
- Bachelor's degree in a relevant field or equivalent combination of education and experience
- Typically, 6+ years of relevant work experience in industry, with a minimum of 2+ years in ITSM and capacity management role
- Effective communication skills
- In-depth knowledge of ITIL; ITIL Foundation certification required.
- Hands-on experience with ITSM platforms (e.g., ServiceNow, BMC Remedy) and capacity monitoring tools (e.g., SolarWinds, Nagios, Azure Monitor).
- Strong analytical, problem-solving, and stakeholder management skills.
- Ability to interpret technical data and present meaningful insights to both technical and business audiences.
- Proven experience in infrastructure technology management
- Proficiencies in technical knowledge and teamwork
- A continuous learner that stays abreast with industry knowledge and technology
- An advanced degree in a relevant field is a plus
- ITIL Intermediate or Managing Professional certifications.
- Experience in budget and cost optimization tied to capacity usage.