IT Service Provider Management Expert

Job Title IT Service Provider Management Expert
Sector Operations
Division IT
Section Strategy & Compliance
Report To Strategy & Compliance Senior Manager
Main Job Purpose:
The primary objective of this role is to govern the IT vendor ecosystem, ensuring service providers deliver high
performance, sustained value, and alignment with business and technology strategies. The role defines and
drives vendor governance frameworks, SLA models, and risk management practices across all IT services. The
role serves as a senior advisor to leadership, influencing sourcing decisions and optimizing vendor portfolios. It
also ensures strong integration with Procurement, Finance, and Legal to enhance service quality, cost efficiency,
and long-term value realization.
Duties & Responsibilities:
1. Formulate and shape IT vendor strategy aligned with enterprise technology direction and business
priorities.
2. Influence identification of strategic vendor partnerships, consolidation opportunities, and innovation
adoption.
3. Provide trusted advisory on market trends, technology disruptions, and sourcing models.
4. Design and determine definition and validation of complex SOWs and service models across multiple
vendors and domains.
5. Evaluate and ensure contracts are structured to optimize SLA enforceability, flexibility, and long-term
value realization.
6. Influence contract design to mitigate operational, financial, and dependency risks.
7. Establish and innovate SLA governance frameworks, KPIs, and performance models across the IT
ecosystem.
8. Analyze and oversee performance across multiple vendors, integrating cross-service dependencies.
9. Resolve critical escalations and high-impact service failures.
10. Direct and determine governance of complex service transitions and multi-vendor integrations.
11. Design acceptance frameworks, service baselines, and operational readiness models.
12. Ensure and validate seamless integration into production environments.
13. Evaluate and direct vendor performance with business impact perspective.
14. Validate and challenge service credits, penalties, and value realization mechanisms.
15. Provide advisory to leadership on vendor performance risks and financial exposure.
16. Provide expert oversight on financial governance related to vendor contracts, cost optimization, and
value tracking.
17. Guide and resolve complex dispute resolution and contract interpretation with Procurement and
Finance.
18. Act as and influence key technical authority in high-value or strategic negotiations.
19. Formulate and influence negotiation strategy to optimize service performance, flexibility, and risk
mitigation.
20. Analyze and diagnose systemic vendor risks and interdependencies across the IT landscape.
21. Design and determine enterprise-wide mitigation strategies and governance controls.
22. Analyze and influence benchmarking and financial modeling to support IT investment decisions.
23. Identify and evaluate large-scale cost optimization opportunities and efficiency gains.
24. Design and innovate vendor governance frameworks, processes, and standards.
25. Drive and innovate transformation initiatives in ITSM, vendor governance, and service delivery
models.
Behavioral Competencies:
1. Communication & Influence: Communicates complex technical and contractual topics clearly;
influences decisions without direct authority.
2. Stakeholder Collaboration & Relationship Management Works effectively with Procurement,
Legal, Finance, and IT teams; builds trust and alignment.
3. Analytical Thinking & Problem Solving: Uses data, service metrics, and root-cause analysis to
identify issues and drive improvements.
4. Negotiation & Conflict Resolution: Handles vendor disputes professionally; supports negotiations
with balanced firmness and diplomacy.
5. Integrity, Accountability & Continuous Improvement: Demonstrates ethical judgment, ownership
of outcomes, and commitment to improving vendor governance processes.
6. Result Orientation: Focuses on measurable improvements in service quality, value realization, and
SLA outcomes.
Technical Competencies:
1. SLA & Service Performance Management: Ability to define, monitor, and govern SLAs, KPIs,
service credits, and vendor performance.
2. Contract & Scope of Work Alignment: Skill in translating IT requirements into accurate SOWs and
reviewing contract terms from a service and technical perspective.
3. ITSM & Service Governance Knowledge: Strong understanding of ITIL processes, service
acceptance, and operational governance frameworks.
4. Vendor Strategy, Risk & Market Analysis: Ability to assess vendor risks, benchmark market
offerings, and provide strategic input on vendor selection and technology trends.
5. Financial & P2P Coordination: Competence in cost analysis, invoice validation, service credit
calculations, and supporting Procurement/Finance in the P2P cycle.
6. Multi-Vendor Performance & Service Integration Management: Ability to govern service
performance across single or multi-vendor environments and manage inter-provider
dependencies.
Qualifications:
Education A bachelor’s degree in information technology, Computer Science, or a related field.
Experience
Minimum of 6–8 years of progressive experience in IT service management, vendor
governance, managed services, or enterprise IT operations.
Certificates
COBIT (Design & Implementation or Governance) | Certified Supplier Relationship
Manager (CSRM) or Equivalent are preferred
Language Fluency in English and Arabic (written and spoken).