IBM (NYSE: IBM) today announced a collaboration with Marafiq, a leading integrated utility service provider in the Kingdom of Saudi Arabia, to modernize enterprise service delivery and enhance employee experience through a unified ServiceNow platform. The initiative supports Marafiq’s efforts to simplify how employees’ access and manage internal services, helping improve efficiency, visibility, and service delivery across the organization.
The announcement was made during LEAP 2026 in Riyadh in the presence of Mohamad Ali, Senior Vice President and Head of IBM Consulting; Lula Mohanty, Managing Partner, IBM Consulting MEA; Khaled AlOfaysan, Country Head and Managing Partner of IBM Consulting Saudi Arabia; and Mosab Al Moaliy, Chief Information Technology Officer of Marafiq; and Fabio Spoletini, Senior Vice President and General Manager, EMEA South at ServiceNow.
As part of the transformation, Marafiq is moving its existing service management environment to the ServiceNow AI Platform in Saudi Arabia. The initiative is designed to create a more streamlined and integrated approach to managing employee services and business workflows while supporting the organization’s broader digital transformation objectives.
IBM Consulting is leading the implementation, including platform design, migration, integration, testing, training, and post-deployment support. Existing processes, reporting capabilities, and service management data will be transitioned to the new environment, helping establish a modern foundation for service delivery and operational management.
Through a centralized employee portal, Marafiq employees will be able to access services, submit requests, and manage approvals through a single digital environment. The platform will also support workflow automation, improved knowledge sharing, mobile accessibility, and enhanced visibility into service delivery processes, helping reduce reliance on legacy systems and improve user experience.
The collaboration comes as organizations across Saudi Arabia continue to accelerate digital transformation and modernize operating models. According to the IBM Institute for Business Value 2026 CEO Study, 68% of Saudi CEOs say they are actively decentralizing strategic decision-making to increase execution speed, while 63% report a growing convergence between talent and technology leadership roles.
“Organizations are increasingly looking to simplify how work gets done while giving employees easier access to the services and information they need,” said Khaled AlOfaysan, Country Head and Managing Partner at IBM Consulting Saudi Arabia. “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.”
The transformation is also expected to provide Marafiq with enhanced visibility into operational priorities and resource planning, helping improve decision-making, align initiatives with business objectives, and optimize the delivery of strategic projects.
“Our collaboration with IBM supports Marafiq’s ongoing efforts to modernize service delivery and enhance how employees interact with services across the organization,” said Mosab Al Moaliy, Chief Information Technology Officer at Marafiq. “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.”
The collaboration represents an important milestone in the relationship between IBM and Marafiq and reflects their shared commitment to advancing digital transformation and operational excellence
