Service Level Manager

Service Level Manager

Riyadh VisionX – Customer Products / Full Time / On-site

At VisionX, we cut through the noise. Since 2017, we’ve been on a mission to demolish business complexity with AI—no off-the-shelf solutions, just custom, agile systems designed for your unique challenges. Our innovative approach to problem-solving is what sets us apart in the industry.

We work shoulder-to-shoulder with world-leading brands and Fortune 1000 companies, leveraging deep expertise in computer vision, 3D modeling, AR, VR, decision sciences, and IoT. Our approach isn’t about following trends—it’s about setting them and fast-tracking your AI journey with tailored strategies, accelerators, and pre-trained AI assets that build real Intellectual Property.

Our achievements speak for themselves. We are recognized among Fast Company’s Top 10 Most Innovative Companies of 2020, Microsoft, and Snap Inc. We deliver breakthrough solutions that drive tangible growth. We’re not here to keep up but to redefine what’s possible, and our track record proves it.

Your Role: As a Service Level Manager, you will be responsible for ensuring the delivery of high-quality IT services that meet or exceed customer expectations. You will design and execute customer satisfaction surveys to gather feedback on service quality, responsiveness, and issue resolution, using the insights to drive service improvements. A key aspect of your role is monitoring the performance of IT operation services, particularly IT Managed Services, against established service level agreements (SLAs) and key performance indicators (KPIs). This includes leveraging monitoring tools and analytics platforms to identify performance gaps and areas for enhancement. You will also be responsible for developing and refining KPIs and metrics, including mapping service dependencies to derive SLAs, to ensure comprehensive performance oversight and drive continuous improvement.

In this role, you will be working with enterprise IT solutions such as Oracle Cloud Infrastructure (OCI) and Oracle IT Service Management (ITSM) tools to enhance service delivery. Leveraging Oracle’s robust analytics, automation, and AI-driven monitoring capabilities, you will optimize IT service operations and improve SLA adherence. Oracle’s cloud-based solutions can help streamline incident management, change control, and problem resolution, ensuring a proactive approach to service quality and operational excellence.

Requirements:

1. Proven experience in IT service management and service level management.
2. Strong understanding of ITIL framework and best practices.
3. Deep expertise in Oracle Cloud Infrastructure (OCI) and its suite of services, including database, analytics, and AI/ML solutions.
4. Strong knowledge of Oracle's IT service management tools, such as Oracle Enterprise Manager and Oracle Service Cloud, for monitoring and optimizing performance.
5. Experience in designing and conducting customer satisfaction surveys.
6. Proficiency in using service management tools and performance monitoring platforms.
7. Knowledge of KPI development and performance reporting.
8. Excellent analytical and problem-solving skills.
9. Strong communication, interpersonal, and stakeholder management skills.
10. Ability to work collaboratively across teams and influence change.

What You Need:

1. A passion for delivering excellent IT services and enhancing customer satisfaction.
2. 10+ years of experience in related field.
3. Strong analytical skills and the ability to interpret data to identify trends and insights.
4. Expertise in leveraging Oracle technologies to drive efficiency and innovation in IT service management.
5. Ability to optimize Oracle-based solutions to enhance service delivery and customer experience.
6. Strong adaptability to evolving Oracle cloud and on-premise technologies, ensuring alignment with industry advancements.
7. A proactive and results-oriented approach.
8. Excellent organizational and time management skills.
9. Ability to think strategically and translate business needs into actionable service improvements.
10. A commitment to continuous improvement and staying up-to-date with industry best practices.

Why Choose Us

Our global network of industry experts and mentors helps shape your growth and future. We believe in delivering client value through our work. We build products that are not good or great, but outstanding.

You deliver! We will make your stay and journey with us worthwhile.

We are an equal opportunity employer, and we value diversity. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other legally protected status.