The company seeks to appoint a Director, IT Operations and Service Management reporting to the Chief Information Officer. The Director will provide leadership for the delivery, performance, and continuous improvement of IT services at the company. This role is accountable for ensuring that technology services are reliable, user-centered, scalable, and operationally sustainable, directly supporting the university’s academic, research, and administrative missions.
Ready to apply for roles like this?
Unlock the company name and direct application link. Subscribers get instant access to fresh jobs across Dubai, Abu Dhabi and Riyadh, many with visa support.
Unlock employer & apply directly
As the operational service owner, the Director will manage the transition of IT services from design and build into steady-state operations and will lead areas including IT Service Management (ITSM), service desk operations, incident and problem management, change enablement, and service performance governance. A core objective will be to deliver a highly effective support and service management model that prioritizes early resolution, strong operational ownership, and proper escalation aligned with service maturity.
The role involves building and leading a dynamic IT operations organization that fosters a culture of trust, accountability, continuous learning, and service excellence. The Director will empower teams with clear frameworks, meaningful metrics, and the authority to act. Through strong leadership and data-driven decision-making, the role ensures that IT Operations functions as a strategic partner to the institution rather than a reactive support organization.
Key Responsibilities:
- Lead and manage IT operational functions, including service management, incident response, problem resolution, and enterprise support operations.
- Establish service delivery frameworks, SLAs, and KPIs to ensure reliability and user satisfaction.
- Oversee IT infrastructure maintenance, including data center systems, cloud services, and endpoint technologies.
- Ensure effective transition of new technology solutions into steady-state support.
- Collaborate with internal and external partners to support compliance and operational sustainability.
- Develop and enforce ITSM policies and governance practices.
- Lead the IT Operations and Service Management department, managing personnel, budget, and vendor relationships.
Qualifications:
-
Required Education: Bachelor's degree in Computer Science, Information Technology, Engineering, or related field; or 25+ years of relevant industry experience.
-
Preferred Education: Master’s degree in Computer Science, Engineering, Business Administration (MBA), or a related field.
-
Required Experience:
- 10+ years in IT operations and service management.
- 5+ years in a senior leadership role with responsibility for IT operations.
- Extensive experience managing enterprise networks and cloud infrastructures.
- Proven leadership in operational lifecycle management and project execution.
Language Requirements:
Emirati candidates are encouraged to apply in accordance with UAE regulations.
This position presents an opportunity to lead IT operations at a prestigious institution and make a significant impact on its service delivery and operational excellence.
