Omar A. Othman
IT End User Services Manager | ITIL 4 Certified | SAMA ITGF & NCA-regulated environment | Bilingual
Summary
IT End User Services Manager with 12+ years across Saudi Arabia's aviation, banking, and insurance sectors, including banking work in an environment regulated under SAMA (IT Governance Framework) and NCA (cybersecurity and information security). Strong in service desk leadership, incident and problem management, escalation, and SLA / KPI ownership for teams of up to 20 across nationwide and international footprints. Hands-on across the Microsoft endpoint and identity stack (Intune, Entra ID, M365, Active Directory) and three enterprise ITSM platforms (HPSM, ManageEngine ServiceDesk Plus, ServiceNow). People-management depth: hiring, performance, IT budget input, vendor evaluation. Knowledge-base programmes, IT documentation, and cross-functional coordination with Infrastructure, Security, and business stakeholders. ITIL 4 Foundation. Native Arabic, full professional English.
Experience
flynas
Riyadh, Saudi Arabia
IT End User Services Manager (Infrastructure & Cloud)
Apr 2025 – Present
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Run an on-site and remote team of up to 10 supporting ~2,000+ users across the airline's HQ, KSA outstations, and international stations; accountable for SLA performance, KPI reporting, and escalation handling.
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Lead the migration to Microsoft Intune and Microsoft Entra ID, modernising endpoint management and identity across the corporate fleet.
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Define and roll out enterprise device standardisation across a tiered Lenovo catalogue mapped to user roles.
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Coordinate cross-functional rollouts with the Security team, including Cortex XDR and Qualys deployment, working through real endpoint conflicts and performance impact on production hardware.
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Built the function's documentation suite (End User Services Handbook, L1/L1.5 troubleshooting guide, First-Time Resolution playbook, KB Usage Guide) and refreshed the operating model; participated in the Microsoft Unified Support contract review and renewal, and contribute to ITSM and asset-tracking initiatives, including scoping the migration from ManageEngine ServiceDesk Plus to ServiceNow.
بنك البلاد | Bank Albilad
Riyadh, Saudi Arabia
IT Service Desk Manager (promoted from Senior IT Service Desk Operator, Nov 2022)
Aug 2021 – Apr 2025
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Led the IT Service Desk team of up to 20 supporting 3,000+ users across the bank's HQ and nationwide branch network; primary ITSM platform HPSM, monthly ticket volume of 1,000 to 3,000.
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Owned SLA attainment (tracked and improved during tenure), CSAT measurement, escalations, reporting, and IT support policy updates.
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Acted as stakeholder and core user on the bank's custom ServiceNow build, aligning workflows to internal bank policy and procedure under SAMA IT Governance Framework and NCA cybersecurity standards; drove improvement initiatives as the platform matured.
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Personally led the Service Desk knowledge base build-out, process and policy rollouts (incident and change management), and major ITSM / monitoring / MDM tool deployments; stood up an IT End User Experience function inside the Service Desk focused on user satisfaction, policy adherence, and enterprise-wide communication.
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Contributed to "Sage", a Microsoft 365 Copilot knowledge assistant built with Microsoft and the IT Client Systems unit; provided KB content, helped scope use cases, and ran UAT through the internal pilot phase.
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Owned hiring, performance reviews, and 1:1s for direct reports; provided IT budget input and participated in vendor evaluation / RFP processes.
Najm Company for Insurance Services
Riyadh, Saudi Arabia
IT Service Desk Specialist
Dec 2018 – Aug 2021
Multi-channel L1 / L2 support for a national insurance services provider on ManageEngine ServiceDesk Plus; ticket discipline, clean escalation paths, and root-cause reporting on recurring issues.
Saudi Building Material Co. Ltd.
Riyadh, Saudi Arabia
Administrative Assistant
Jun 2013 – Jul 2018
Daily office operations alongside hands-on IT support: PC troubleshooting, maintenance, and new-system configuration for employee onboarding.
Education
Riyadh Community College
Associate's degree
Computer Science
Riyadh, Saudi Arabia • 2010 – 2013
Skills
Service Management
ITIL 4, SAMA ITGF & NCA regulatory alignment, Incident & Problem Management, Change Management, SLA / KPI Ownership, Knowledge Management, Asset Management, IT Documentation, Policy Development
ITSM Platforms
ServiceNow (stakeholder & core user on custom bank build), HP Service Manager (HPSM), ManageEngine ServiceDesk Plus
Microsoft Stack & Endpoint
Microsoft Intune, Microsoft Entra ID (Azure AD), Microsoft 365, Microsoft 365 Copilot, Microsoft Unified Support, Active Directory, Lenovo fleet management (ThinkCentre / ThinkPad), endpoint deployment and imaging, Cortex XDR and Qualys (cross-functional)
Leadership & People Management
Team leadership (up to 20), hiring & selection, performance management, IT budget input, vendor evaluation and RFP, cross-functional collaboration, stakeholder management
Certifications
PeopleCert / AXELOS