Information Technology Governance Lead Expert

Purpose of Job

Jobholders at this level may be regarded as a source of expertise and are responsible for developing frameworks, policies and operational plans. They also analyze complex issues, understand business needs, bring together multiple concepts and translate them into tangible actions and support to enhance performance of the function.

Job Resposiblites

IT Service Management  

•    Conduct needed benchmark and research, collect business users' operational needs, and accordingly define, maintenance, and update of ZATCA IT & Digitization services offerings
•    Collaborate with business users and relevant IT functions and stakeholders to challenge and understand business requirements and accordingly formulate ZATCA IT & Digitization service catalogue
•    Receive change requests related to IT services, perform impact assessment on IT services and accordingly update the IT service catalog after implementation and acceptance 
•    Gather business requirements and customer needs, and develop IT service portfolio to meet business and customer needs
•    Understand IT & Digitization strategy and objectives, collect IT services performance data, and accordingly set IT service KPIs ensuring meeting business and operational objectives
•    Monitor and analyze Service Level management (SLM) process, negotiate IT Technical Service Level Agreement (SLA) with service providers and negotiate IT Technical Internal Service Level Agreement with internal stakeholders 
•    Gather all needed input to measure the adherence of internal and external stakeholders and service providers to the developed and agreed upon set of KPIs 
•    Monitor and collect the performance of IT & Digitization services, generate regular reports against set KPIs and objectives and communicate IT services performance reports to all internal and external stakeholders

Job Details

Organization and Operations  

•    Follow all relevant policies, processes and standard operating procedures so that work is carried out in a controlled and consistent manner
•    Help in solving escalated problems and provide needed support for junior team to ensure work is carried out in an efficient manner
•    Escalate complex problems to the relevant person to ensure cases/issues are closed properly
•    Perform other duties as requested

People Management  

•    Train junior staff on the different job activities to ensure transfer of know-how, when applicable
•    Provide clear direction, prioritize tasks, assign and delegate responsibility, and monitor the workflow of subordinates/ junior staff
•    Support junior staff or direct reports in order to execute their duties according to set policies and processes

Communication and Contacs

Education

•  Bachelor’s degree in Computer Science, Information Technology, or equivalent is required 
•  Master’s degree in Information Technology Management, Computer Science, Business Administration, or equivalent is preferred

Experience

A minimum of 6 years of relevant experience

Competencies