ITSM Solution Sales Senior Specialist

Alnafitha IT is a leading independent provider of IT services and solutions in Saudi Arabia, founded in 1993.

As a fully Saudi-owned company, we have established ourselves from a startup business to a market leader, offering a comprehensive range of IT solutions tailored to meet the unique requirements of our clients.

Our expertise spans across various domains, including Microsoft, AWS, ManageEngine, and Zoho Solutions, ensuring that we deliver strategic IT solutions that drive digital transformation and operational excellence to our clients.

With over 30 years of experience, Alnafitha IT has successfully completed more than 4,000 projects, serving over 3,000 satisfied customers, and collaborating with 65+ partners.

Our commitment to excellence is evident in our customer-centric approach, which emphasizes engagement, collaboration, and a relentless pursuit of quality in every interaction

Our vision is to be the Kingdom's most customer-centric provider for digital transformation and consultation, fostering innovation and excellence in all our solutions. We are dedicated to optimizing operational efficiency and ensuring effective resource utilization to enhance customer satisfaction and profitability

At Alnafitha IT, we believe in empowering our employees and nurturing their growth, which is essential for driving leadership in technology and customer satisfaction. As we continue to expand our presence in the IT landscape, we remain committed to delivering cutting-edge solutions that not only meet but exceed our clients' expectations.

Job Summary/Objective

The ITSM Solution Sales Senior Specialist is responsible for independently handling assigned ITSM and ESM sales opportunities from qualification through closure, contributing meaningfully to divisional revenue targets. The role combines growing ITSM domain expertise with practical selling skills to engage IT Managers, Service Owners, and technical stakeholders confidently, develop well-scoped proposals, and build trusted client relationships that support both new business and account expansion. Operating with substantial independence within defined governance frameworks, the Senior Specialist is developing towards deepening platform knowledge, and progressively more complex deal management.  

Key Responsibilities:

ITSM Sales Execution & Opportunity Management

• Handle assigned ITSM and ESM sales opportunities independently across the full sales cycle from lead qualification and discovery through proposal, negotiation support, and deal closure in alignment with divisional revenue and profitability targets
• Develop and deliver tailored ITSM solution proposals, pricing structures, and presentations in close collaboration with presales and technical teams, leading the client-facing commercial narrative independently
• Maintain accurate, up-to-date pipeline data, opportunity stages, forecast values, and activity records in CRM systems to ensure full visibility of personal sales performance
• Track opportunity conversion rates and take proactive corrective actions when individual targets are at risk, escalating persistent blockers to the Sales Lead in a timely manner

Client Engagement & Relationship Management

• Serve as the primary point of commercial contact for assigned accounts, owning client relationships with professionalism and consistency across the full engagement lifecycle
• Engage IT Managers, Service Management Owners, and technical decision-makers independently to conduct discovery sessions, present solution value, and advance opportunities through the buying cycle with credibility
• Develop basic account plans for key assigned clients identifying ITSM maturity improvement opportunities, potential ESM expansion opportunities
• Build trusted, long-term client relationships by demonstrating genuine understanding of clients' service management challenges and aligning proposed solutions to measurable business outcomes
• Collect and document customer feedback systematically, sharing insights with presales, product management, and the Sales Lead to support ongoing service improvement and cross-sell opportunity identification

ITSM Domain Knowledge & Solution Positioning

• Demonstrate solid knowledge of ITSM frameworks, service delivery practices, and ITSM platform capabilities including ManageEngine, ServiceNow, and Jira Service Management
• Apply working knowledge of core ITSM and ESM processes including Incident Management, Problem Management, Change Enablement, Service Request Management, Service Catalog, and Knowledge Management to accurately scope proposed solutions and produce well-defined proposals
• Stay current with ITIL v4 frameworks, competitive ITSM platform developments, and evolving client buying trends to continuously strengthen personal domain credibility and sales effectiveness

Proposal Development & Governance Compliance

• Handle preparation of standard and moderately complex ITSM solution proposals including scope definitions, solution narratives, implementation outlines, pricing summaries, and ROI snapshots ensuring accuracy and full compliance with internal standards
• Review and validate quotations, discount structures, and commercial terms before submission, coordinating with finance and operations to confirm pricing consistency and margin integrity
• Support tender responses and RFP documentation by consolidating and quality-checking inputs from presales, technical, and delivery stakeholders
• Ensure full adherence to Alnafitha's sales governance framework including pricing thresholds, proposal standards, approval workflows, and documentation requirements — across all assigned opportunities

Sales Operations & Reporting

• Maintain disciplined CRM usage across all assigned opportunities, accounts, and client interactions ensuring data accuracy, pipeline hygiene
• Prepare regular progress reports, forecast updates, and pipeline summaries for review by the Sales Lead or Professional, providing clear and accurate opportunity status at each review cadence
• Coordinate with presales, finance, delivery, and operations teams to gather required inputs for proposals, campaign materials, and deal approvals
• Support the implementation of new sales tools, templates, and process improvements introduced by management, providing feedback on usability and effectiveness from a practitioner perspective

Cross-Functional Collaboration & Market Awareness

• Work closely with marketing and product teams to support ITSM-focused lead generation campaigns, events, and customer messaging initiatives that build pipeline quality within assigned segments
• Coordinate with delivery, finance, and customer success teams to ensure seamless sales-to-delivery transitions and accurate project scoping at point of handover
• Monitor ITSM market dynamics, competitive platform developments, and emerging ESM trends sharing relevant observations with peers and the Sales Lead to strengthen team positioning and proposal quality

Requirements

Qualifications

• Education: Bachelor's degree in Business Administration, Information Technology, Marketing, or a related field
• Experience: 4–6 years in solution sales, account management, or business development within the IT or ITSM ecosystem, with demonstrated ability to independently manage and close assigned opportunities in a structured, target-driven environment
• Solid knowledge of ITSM frameworks, service delivery practices, and experience with ITSM platforms such as ManageEngine, ServiceNow, or Jira Service Management
• Working knowledge of ITIL v4 principles and core ITSM processes including Incident, Problem, Change, Service Catalog
• Familiarity with AI-assisted ITSM capabilities and ESM expansion use cases is an advantage
• Proficiency in CRM platforms — Microsoft Dynamics 365 preferred; Salesforce or Zoho acceptable
• Strong proposal writing, presentation, and negotiation skills across technical and business audiences
• Solid analytical and organizational skills   Certifications (Preferred):
• ITIL v4 Foundation — the globally recognized baseline credential for ITSM sales professionals; a priority development milestone expected within role
•   ManageEngine Certified Professional, ServiceNow Certified System Administrator (CSA), Jira SM equivalent platform certification
• Microsoft Fundamentals (AZ-900, MS-900) — relevant given Microsoft ecosystem overlap in ITSM client environments
• PMP or PRINCE2 Foundation is an advantage for professionals managing delivery-adjacent engagements
  

Benefits

EQUAL EMPLOYMENT OPPORTUNITY COMMISSION :

Alnafitha IT is an Equal Opportunity Employer and does not discriminate based on race, color, creed, national origin, ancestry, religion, age, citizenship, sex, marital or veteran status, disability or handicap, sexual orientation or any other basis prohibited by applicable law. Alnafitha IT also takes affirmative action to employ, and advance in employment, qualified women, minorities and diversity representations. Alnafitha IT also makes reasonable