Riyadh Senior Consultant Service Management

Senior Consultant - Service Management Job Details | Elm
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Senior Consultant - Service Management
Date: 
14 Oct 2026
Custom Field 1: 
729327
Location: 
Riyadh, SA
Facility: 
Technology & Engineering
Job Description 
OVERVIEW
Job Title
Senior Consultant
Job Code
Grade
I4
Group
Government Products
Division
Technology
Department
Technology Planning & Excellence
Unit

ROLE PURPOSE
The aim is to state the overall significance of the job from the organization’s perspective.
To lead and enhance IT Service Management practices across Technology by establishing service management standards, monitoring service performance, governing service level agreements, and driving service improvement initiatives. The role works closely with business and technology stakeholders to ensure services deliver measurable value, meet agreed performance expectations, and operate reliably and efficiently in alignment with Elm’s policies, procedures, and operational objectives.
KEY ACCOUNTABILITIES & ACTIVITIES
This section describes the principal outputs required from the job.
Key Accountabilities
Key Activities
IT Service Management Framework & Standards
Develop and enhance service management frameworks, standards, and practices across Technology.
Establish consistent approaches for managing technology services throughout their lifecycle.
Assess service management maturity and identify opportunities to improve practices and controls.
Provide expert guidance to technology functions on applying service management standards effectively.
Service Level Management
Define, maintain, and monitor service level agreements and related service performance measures.
Collaborate with business and technology stakeholders to ensure service expectations are clearly defined and understood.
Analyze service performance against agreed targets and identify performance gaps.
Recommend corrective and improvement actions where service performance does not meet agreed expectations.
Service Performance Monitoring & Reporting
Establish and monitor service KPIs, operational measures, and performance indicators.
Develop service performance reports, dashboards, and management insights.
Analyze service trends and recurring performance issues to identify improvement opportunities.
Provide recommendations that support informed operational and management decision-making.
Service Improvement Management
Develop and maintain service improvement plans based on performance analysis, operational findings, and stakeholder requirements.
Identify improvement opportunities that enhance service quality, reliability, efficiency, and customer value.
Coordinate implementation of agreed improvement initiatives with relevant technology teams.
Monitor improvement outcomes and evaluate realized benefits.
Problem Management & Service Reliability
Support problem management activities to identify recurring incidents and underlying service issues.
Facilitate root cause analysis and coordinate the development of corrective and preventive actions.
Monitor problem resolution activities and ensure agreed actions are tracked through completion.
Recommend improvements that reduce recurring issues and strengthen overall service reliability.
Business & Technology Service Alignment
Engage with business stakeholders to understand service requirements, expectations, and performance concerns.
Facilitate coordination between business and technology teams to ensure services support operational needs.
Translate business expectations into measurable service requirements and improvement priorities.
Promote effective communication and transparency regarding service performance and improvement activities.
Service Governance & Operational Excellence
Establish governance mechanisms to monitor the effectiveness and consistency of service management practices.
Review service performance, operational issues, improvement initiatives, and service risks with relevant stakeholders.
Support standardization of service management practices across Technology.
Identify opportunities to improve service efficiency and operational excellence.
Service Management Capability & Continuous Improvement
Provide subject matter expertise and advisory support on IT Service Management practices.
Promote awareness and adoption of effective service management methodologies across Technology.
Share knowledge, standards, and lessons learned to strengthen service management capabilities.
Evaluate opportunities to enhance service management processes, reporting, and ways of working.
Policies, Processes & Procedures
Follow all relevant departmental policies, processes, standard operating procedures, and instructi

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