IT 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

Requirements

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