مدير مستوى خدمة تقنية المعلوماتIT Service Level Manager

We are looking for an IT Service Level Manager to drive service performance, vendor governance, and cost transparency across our IT landscape.  This role combines key responsibilities across Service Level Management (SLM), vendor management, and IT financial governance, supporting a modern Managed Services operating model in a complex, multi-vendor environment.  You will play a central role in ensuring end-to-end service performance, financial control, and alignment between IT services and business priorities as part of a broader IT transformation in a regulated banking environment.  Working closely with IT, Finance, and external service providers, you will drive operational excellence, accountability, and data-driven decision-making across the IT organization.  Key Responsibilities: Service & Vendor Management:  Manage service performance across multiple IT vendors   Monitor SLAs, KPIs, and service quality   Coordinate cross-vendor dependencies and escalations   Support service reviews and governance forums   IT Financial Governance:  Manage IT budgeting, forecasting, and cost tracking   Ensure transparency of IT costs and alignment with business value   Monitor financial performance of IT services and vendors   Provide reporting, dashboards, and variance analysis   Governance & Integration:  Ensure compliance with governance frameworks and contractual obligations   Drive cross-functional alignment between IT, Finance, and vendors   Support continuous improvement of service delivery and cost efficiency   Contribute to the development of a scalable IT operating model  Functional Expertise:  Understanding of SLA/KPI management and service performance tracking   Experience in IT cost management, budgeting, or financial reporting   Familiarity with IT governance frameworks (e.g. ITIL, COBIT)  Tools & Methods:  Advanced Excel skills   Experience with vendor management and reporting tools (e.g. ServiceNow, dashboards)   Experience with BI tools (e.g. Power BI)   Familiarity with contract and procurement processes   Understanding of IT service management frameworks (e.g. ITIL v3/v4)   Experience with performance reporting and data-driven decision-making   Stakeholder & Ways of Working:  Strong stakeholder management across IT, Finance, and vendors   Ability to balance operational and financial perspectives   Structured, analytical, and solution-oriented mindset   High ownership and accountability  Domain / Context:  Experience in banking or other regulated environments is preferred  Qualifications & Additional Requirements:  Bachelor’s or Master’s degree in Finance, Business Administration, Information Systems, or a related field   Fluent in English (mandatory); Arabic is a plus   Strong analytical and problem-solving skills   Ability to work in a complex, fast-paced, and transformation-driven environment   Strong communication skills with the ability to engage both technical and non-technical stakeholders   High level of ownership, reliability, and attention to detail   Ability to manage multiple priorities across service, vendor, and financial topics