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 
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

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