Overview
Senior Officer, IT Performance Management Jobs in Jeddah, Makkah, Saudi Arabia at The Saudi National Bank – SNB
Title: Senior Officer, IT Performance Management
Company: The Saudi National Bank – SNB
Location: Jeddah, Makkah, Saudi Arabia
The IT Performance Management Senior Officer is responsible for establishing, monitoring, analyzing, and reporting IT performance across the bank. The role ensures that IT services, projects, operations, vendors, and strategic initiatives are measured against defined KPIs, KRIs, SLAs, and regulatory requirements to support informed decision-making and continuous improvement.
Key Responsibilities:
IT Performance Monitoring
- Develop and maintain the IT Performance Management Framework.
- Monitor enterprise IT KPIs, KRIs, and operational metrics.
- Analyze monthly and quarterly performance trends.
- Identify performance gaps and recommend corrective actions.
- Validate performance data accuracy and completeness.
- Coordinate KPI submissions across IT departments.
KPI Management
- Define and maintain IT KPIs aligned with business objectives.
- Establish KPI targets and measurement methods.
- Review KPI relevance periodically.
- Track performance against approved targets.
- Support business units in KPI development.
Dashboard & Reporting
- Prepare weekly, monthly, quarterly, and annual reports.
- Develop executive dashboards for CIO and committees.
- Present insights using Power BI and Excel.
- Highlight risks, trends, and improvement opportunities.
- Ensure timely report distribution.
SLA Management
- Monitor SLA compliance.
- Investigate SLA breaches.
- Coordinate corrective actions with service owners.
- Report SLA performance to management.
Project Performance
- Track project schedule, budget, scope, and quality KPIs.
- Coordinate reporting with PMO.
- Monitor benefits realization.
- Escalate delivery risks.
Vendor Performance
- Measure vendor KPIs and SLA compliance.
- Prepare vendor scorecards.
- Support governance meetings.
- Recommend improvement plans.
IT Governance & Compliance
- Support SAMA ITGF implementation.
- Ensure alignment with COBIT, ITIL, ISO 20000, and ISO 27001.
- Support audits and regulatory reviews.
- Maintain evidence for compliance.
Continuous Improvement
- Identify automation opportunities.
- Recommend process improvements.
- Benchmark performance.
- Support improvement initiatives.
Job Requirements:
Nationality:
- Saudi
Education & Certifications:
- Bachelor’s degree in information technology, Computer Science, Information Systems, Computer Engineering, or a related field, master’s degree is an advantage.
- ITIL Foundation / ITIL 4, COBIT Foundation, PMP or PRINCE2, Certified KPI Professional
- Lean Six Sigma, Microsoft Power BI Certification
- ISO 20000 Foundation, ISO 27001 Foundation
Experience:
- 5–8 years of IT experience.
- Minimum 3 years in IT Performance Management, IT Governance, IT PMO, or IT Service Management.
- Banking or financial services experience.
Skills and Knowledge:
- Excellent written and verbal communication skills.
- Knowledge of SAMA regulations and IT Governance Framework.
- Demonstrated ability to work under pressure, managing multiple priorities in a fast-paced environment.
- KPI and KRI Management
Location:
- Jeddah
