Role Overview:The Service Management Manager is responsible for leading and governing all IT Service Management (ITSM) processes across the organization.This role ensures the stability, performance, and continuous improvement of IT services through effective management of incident, change, and service processes, while ensuring alignment with ITIL best practices, internal governance, and business expectations.The role will work closely with infrastructure, application, and business teams to ensure reliable service delivery and optimal customer experience.Key Responsibilities:Own and manage ITSM processes including Incident Management, Change Management, and Service Request ManagementCreate and lead service management communication strategyEnsure adherence to ITIL framework and enterprise governance standardsLead end-to-end incident management ensuring timely resolution and communicationManage major incident handling, root cause analysis completion by the stakeholders with the relevant teams, and preventive action trackingCollaborate with stakeholders and CISO on change management lifecycle including CAB processes and risk assessmentEnsure all changes are properly documented, approved, and trackedMonitor service performance against SLAs and OLAs and drive continuous improvementProduce service reporting dashboards and communicate performance to stakeholdersManage and optimize ServiceNow (SNow) ITSM modulesMaintain CMDB accuracy, governance, and configuration integritySupport IT service continuity planning including disaster recovery readinessIdentify risks impacting service availability and implement mitigation actionsAct as the primary interface between IT and business stakeholders on service performanceCoordinate with vendors and third-party providers to ensure service delivery standardsQualifications:Bachelor’s degree in Information Technology, Computer Science, or related fieldITIL certification (mandatory)Minimum 5+ years of experience in IT Service ManagementProven experience in Incident Management and Change ManagementStrong experience with ServiceNow (SNow) platformFamiliarity with CMDB management and IT service governanceCandidates must be based in Riyadh, KSASkills:ITIL Service Management Processes (Incident, Change, Service Requests)ServiceNow (SNow) ITSM modulesCMDB management and service configuration controlSLA monitoring and service performance reportingService continuity and disaster recovery practicesStakeholder and vendor managementCommunication and collaborationProblem-solving and analytical thinkingStrong governance and organizational skillsAbout The Cigna Group Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we’re dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. Join us in driving growth and improving lives.Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.If you require reasonable accommodation in completing the online application process, please email: SeeYourselfEMEA@cigna.com for support. Do not email SeeYourselfEMEA@cigna.com for an update on your application or to provide your resume as you will not receive a response.