Riyadh – Mubasher: IBM joined forces with Power and Water Utility Company for Jubail and Yanbu (Marafiq) to modernize enterprise service delivery and enhance employee experience through a unified ServiceNow platform.
Under the agreement, announced during LEAP 2026 in Riyadh, Marafiq will migrate its existing service management environment to the ServiceNow AI Platform in the Kingdom. This will streamline employee services and business workflows while improving operational efficiency, visibility, and service delivery.
Meanwhile, IBM Consulting is leading the implementation, covering platform design, migration, integration, testing, training, and post-deployment support.
All service management processes, reporting capabilities, and data will be transitioned to the new platform to secure a modern foundation for enterprise service management.
The platform will also enable workflow automation, knowledge sharing, mobile access, and greater visibility into service delivery processes.
The collaboration comes as Saudi organizations accelerate the adoption of AI and digital technologies to improve enterprise operations.
Based on the IBM Institute for Business Value’s 2026 CEO Study, 68% of Saudi CEOs said they are actively decentralizing strategic decision-making to increase execution speed, while 63% reported a growing convergence between talent and technology leadership roles.
Khaled Al Ofaysan, Country Head and Managing Partner at IBM Consulting Saudi Arabia, commented: "Our collaboration with Marafiq combines technology, process transformation, and implementation expertise to help create a more seamless service environment and support the organization's long-term objectives."
Mosab Al Moaliy, Chief Information Technology Officer at Marafiq, explained: "By bringing key processes together on a scalable platform, we are creating a stronger foundation to streamline operations, improve visibility, and support our future business needs."
