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