Senior ITSM & Quality Control Manager

D360 Bank
Riyadh
Workplace: OnsiteFull timeFunction: Quality & Regulatory (Non-Software)Experience: 5-7 yearsEducation: bachelorsSkills: ["Effective communication","Attention to detail","Problem-solving","Governance","Continuous improvement"]

Oversee and govern the Digital Bank’s IT Service Management (ITSM) processes, enforcing, monitoring, measuring, and driving continuous improvement across multiple process areas. Partner with internal squads and chapters to ensure ITSM tooling is fit for efficient execution of assigned processes. Facilitate IT operations by improving IT service quality, optimizing user experience, supporting incident/problem resolution with vendors, and participating in 24x7 on-call rotation as needed.

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FursaFursa
D360 Bank
D360 Bank
2 days ago

Senior ITSM & Quality Control Manager

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Last checked: 7 hours agoStatus: Live

Job Summary

Oversee and govern the Digital Bank’s IT Service Management (ITSM) processes, enforcing, monitoring, measuring, and driving continuous improvement across multiple process areas. Partner with internal squads and chapters to ensure ITSM tooling is fit for efficient execution of assigned processes. Facilitate IT operations by improving IT service quality, optimizing user experience, supporting incident/problem resolution with vendors, and participating in 24x7 on-call rotation as needed.
Location: Riyadh
Workplace: Onsite
Employment Type: Full time
Job Function: Quality & Regulatory (Non-Software)
Seniority: Sr. Manager level

Key Responsibilities

  • •Provide daily oversight, governance, and continuous improvement of the bank’s ITSM processes to ensure effective enforcement, monitoring, and measurement.
  • •Manage and support assigned ITSM processes to ensure seamless IT service delivery aligned with organizational objectives and best practices.
  • •Act as the primary point of contact for vendor relationships for service incidents and problem resolution, representing the team in vendor discussions.
  • •Continuously monitor, assess, and enhance IT service and solution quality to meet evolving business health and performance requirements.
  • •Participate in 24x7 on-call standby rotation as needed and enforce information security (EIS) policies, procedures, practices, and training.

Key Requirements

  • •Tertiary-level qualification in computer science, IT, engineering, or a related field, with strong advanced database management focus.
  • •Recommended 5–7 years of equivalent experience, with demonstrated required competencies in IT service management.
  • •Proven experience owning the end-to-end incident process (detection through closure) against SLAs aligned to ITIL, including Major Incident declaration and bridge calls.
  • •Strong application of Priority/Severity/Impact criteria, including handling ambiguous or high-blast-radius incidents.
  • •Proficiency with an ITSM platform (e.g., Jira Service Management) and understanding of interfaces between Incident, Problem, and Change Management, including scripting to automate incident-management tasks.
Experience:5-7 yearsITSMITIL
Education:Bachelor's in computer science, IT, engineering, or related field
Skills:Effective communicationAttention to detailProblem-solvingGovernanceContinuous improvement
Tech Stack:ITSMITILJira Service ManagementIncident ManagementProblem ManagementChange ManagementSLAsDashboardsMonitoringScripts

Company Brief

D360 Bank
Digital-first bank providing everyday consumer and small business banking services including checking and savings accounts, payments, and financial tools through an online and mobile platform focused on convenience, low fees, and streamlined digital experiences.
Industry: Neobanking
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