Service Assurance Senior Consultant - Contractor

Cyberani
Riyadh
Workplace: OnsiteContractFunction: Consulting & AdvisoryExperience: 6-7 yearsEducation: bachelorsSkills: ["Analytical thinking","Problem-solving","Data interpretation","Communication","Stakeholder management","Managing multiple priorities"]

Own IT service quality assurance by monitoring service performance against SLAs, OLAs, and KPIs. Build and analyze service dashboards, scorecards, and reports to identify trends, risks, and improvement opportunities. Lead QA practices and coordinate internal/external audits, including NCA compliance audits. Collaborate with Service Desk, Operations, and vendors, manage corrective/preventive actions, and ensure documentation and governance processes stay aligned with regulatory and organizational standards.

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FursaFursa
Cyberani
Cyberani
3 months ago

Service Assurance Senior Consultant - Contractor

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Last checked: 4 hours agoStatus: Live

Job Summary

Own IT service quality assurance by monitoring service performance against SLAs, OLAs, and KPIs. Build and analyze service dashboards, scorecards, and reports to identify trends, risks, and improvement opportunities. Lead QA practices and coordinate internal/external audits, including NCA compliance audits. Collaborate with Service Desk, Operations, and vendors, manage corrective/preventive actions, and ensure documentation and governance processes stay aligned with regulatory and organizational standards.
Location: Riyadh
Workplace: Onsite
Employment Type: Contract
Job Function: Consulting & Advisory
Seniority: Mid level

Key Responsibilities

  • •Manage and monitor Service Level Management (SLM) processes to ensure adherence to SLAs, OLAs, and KPIs.
  • •Develop and analyze service performance reports, dashboards, and scorecards; track trends, risks, and improvement opportunities.
  • •Implement Quality Assurance (QA) practices and run regular service reviews with internal teams and external vendors.
  • •Lead and coordinate internal/external audits, including NCA compliance audits and regulatory assessments, and drive corrective/preventive actions.
  • •Establish performance monitoring frameworks and governance processes; support incident, problem, and change management from a service assurance perspective.

Key Requirements

  • •Bachelor’s degree in Information Technology, Computer Science, or a related field.
  • •6 to less than 8 years of experience in IT Service Management or Service Assurance.
  • •Strong understanding of the ITIL framework (ITIL certification preferred).
  • •Experience managing SLA/KPI/OLA performance and producing performance reporting.
  • •Proficiency with reporting tools (e.g., Power BI, Excel, ServiceNow reporting) and knowledge of regulatory compliance standards.
Experience:6-7 yearsIT service managementIT service assuranceIT operationsITIL
Education:Bachelor's in computer science
Skills:Analytical thinkingProblem-solvingData interpretationCommunicationStakeholder managementManaging multiple priorities
Certifications:ITIL
Tech Stack:ITILPower BIExcelServiceNowDashboardsScorecards

Company Brief

Cyberani
Saudi cybersecurity company providing managed security services, threat detection, incident response, and security consulting for organizations. It focuses on protecting critical digital infrastructure and helping enterprises strengthen resilience against cyber threats.
Industry: Cybersecurity
Headquarters: Riyadh, Saudi Arabia
WebsiteLinkedIn