Who we are

Robusta Technology Group (RTG) is a key driver of digital transformation by providing a holistic tech ecosystem. RTG works with its local and international partners to help build digital customer experiences, establish engineering hubs and build ventures across multiple industries and domains. In this pursuit, RTG serves as a catalyst for impact and growth through events, spaces and content focused on creating impact and growth across the different interactions.

Octopus is proud to be part of the Robusta Technology Group (RTG), a leading tech consultancy group. With a decade of experience and a successful track record of delivering over 300 projects across Europe, the Middle East, and North America, RTG has established itself as a preferred employer in the Egyptian market. Octopus and Robusta are building a bridge between Europe and Africa, creating tailored hub solutions to connect companies with top talent across the globe.

Octopus by RTG is hiring for a reputable insurance company with headquarters in Riyadh a skilled IT Service & Support Manager to join the team.

Position Overview:

We are seeking an experienced IT Service and Support Manager to lead our IT Service Management (ITSM), Application Support, IT Monitoring, and Service Desk teams. The ideal candidate will have a strong background in IT operations, with proven expertise in end-to-end service delivery, optimizing support processes, and leading cross-functional teams. A deep understanding of ITIL practices, service level management, incident and problem management, and continuous improvement strategies is essential. Exceptional leadership skills are required to drive operational excellence, manage vendor relationships, and ensure alignment with business goals.

Key Responsibilities:

• Oversee the IT Service Management (ITSM) framework, ensuring it aligns with business needs.
• Lead the Application Support team to maintain high availability and performance of critical applications.
• Manage IT Monitoring and Service Desk teams to deliver high-quality support services.
• Develop and maintain service level agreements (SLAs) and key performance indicators (KPIs) to ensure service excellence.
• Implement and oversee incident, problem, change, and release management processes.
• Drive continuous improvement initiatives to enhance service delivery and operational efficiency.
• Collaborate with stakeholders across the organization to ensure IT services meet business requirements.

Requirements

Educational Background:

• Bachelor’s degree in Information Technology, Computer Science, or a related field; Master’s degree preferred.

Experience:

• 5+ years of experience in IT service management or a similar role.
• Proven track record in managing IT operations, service delivery, and support teams.
• Experience with ITIL framework and certification (ITIL Foundation or higher) is highly desirable.

Technical Skills:

• Strong understanding of ITSM tools and processes.
• Familiarity with application support and monitoring tools.
• Knowledge of incident, problem, change, and release management methodologies.

Leadership and Interpersonal Skills:

• Exceptional leadership and team management skills.
• Strong communication and collaboration abilities to engage with cross-functional teams and stakeholders.
• Ability to influence and drive change within the organization.

Analytical and Problem-Solving Skills:

• Proficient in developing and analyzing service level agreements (SLAs) and key performance indicators (KPIs).
• Strong analytical skills to identify areas for improvement and implement effective solutions.

Vendor Management:

• Experience in managing vendor relationships and contracts.

Continuous Improvement:

• Proven ability to drive continuous improvement initiatives to enhance service delivery and operational efficiency.

Certifications (optional but preferred):

• Additional IT certifications (e.g., PMP, Six Sigma, or relevant cloud certifications) are a plus.

Personal Attributes:

• Strong organizational skills and attention to detail.
• Ability to thrive in a fast-paced environment and manage multiple priorities.

Benefits

• Competitive salaries paid in USD.
• Working with Tech gurus.
• Working from an outstanding work office space in New Cairo.
• Opportunities for professional development and career growth.
• Dynamic and collaborative work environment.