Job Description

Roles & Responsibilities

Job Description

Scope of Work:

· Conducting analysis and engineering of technology processes, SLAs, service metrics (KPIs), policies, and procedures to enhance efficiency and effectiveness.

· Improving and formalizing process documentation, including diagrams, forms, and templates, to align with KAFD’s expectations and industry best practices.

· Enhancing and refining KAFD’s technology service management processes and procedures to ensure agility in adapting to business changes, technological advancements, and service delivery requirements.

· Streamlining and optimizing operational frameworks to improve service efficiency and effectiveness.

· Developing governance and compliance services that align with KAFD’s technology strategy and business objectives.

· Reviewing and refining KAFD’s technology performance measurement frameworks, including KPIs, automation tools, and implementation metrics, to enhance evaluation processes and provide actionable insights.

· Ensuring compliance with all technology functions, implementations, and practices with internal policies, regulatory standards, and industry best practices.

· Conducting compliance assessments, reporting, and gap analysis to identify corrective measures and enhance compliance maturity.

· Planning and delivering governance-related knowledge transfer, communication strategies, awareness sessions, and supporting materials to strengthen compliance and governance practices.

Requirements

5–8 years total in IT service management, with 3+ years focused on governance, process design, and KPI/reporting.

Demonstrated delivery of process optimization initiatives (e.g., streamlining Incident/Change/Request, improving SLA attainment).

Proven experience designing and operationalizing KPIs/SLAs/OLAs, with dashboards and periodic service reviews.

Hands‑on configuration and administration of an ITSM platform (ManageEngine SDP preferred), including workflows, SLAs, notifications, and reports.

Track record of conducting compliance assessments & gap analyses, documenting findings, and driving remediation plans.

Experience facilitating workshops (process discovery, pain‑point analysis, RACI, value stream mapping) and creating high‑quality process documentation.

Participation in or leadership of audits (internal/external) and evidence management.

Experience training and enabling stakeholders (knowledge transfer, awareness sessions, governance communication

Strong command of ITIL v4 practices (Incident, Problem, Change, Request, Service Catalog, CMDB, SLA/OLA/UC design).

Service portfolio & service mapping, value stream mapping, and demand/capacity concepts.

Working knowledge of COBIT (governance & control objectives).

Familiarity with ISO/IEC 20000 (IT service management) and ISO/IEC 27001 (information security) control alignment.

Policy & procedure lifecycle: drafting, versioning, approval workflows, and control mapping.

Designing SLA/OLA/KPI frameworks, targets, and measurement methods.

Building and maintaining operational dashboards and scorecards; trend and root‑cause analysis.

Intermediate SQL for data extraction/validation from ITSM or data warehouse.

Proficiency with BI tools (Power BI or Tableau) for interactive dashboards, DAX/calculations, and data modeling.

Excel at an advanced level (pivot tables, Power Query, lookups).

Creation of process maps using BPMN 2.0; RACI, SIPOC, and procedure/work‑instruction authoring.

Template and form design aligned to governance standards.

Senior ITSM Governance & Compliance Consultant Alnafitha IT

Senior ITSM Governance & Compliance Consultant
Alnafitha IT