About the Role
We are seeking an ITSM & Service Delivery Manager to drive operational excellence and ensure consistent delivery of IT services across diverse group companies. This role is responsible for the IT service management platform, ITIL process governance, service performance, IT asset and software license management, vendor management, and IT financial administration. The ideal candidate will leverage service data, automation, and robust operational controls to enhance service quality, user experience, cost efficiency, and transparency.
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
Key Responsibilities
- Manage end-to-end IT service delivery in accordance with business requirements and agreed SLAs.
- Act as a senior escalation point for service issues and coordinate cross-functional resolution.
- Lead major incident response, service recovery, root-cause analysis, and preventive actions.
- Own the administration, configuration, governance, and continuous improvement of the ITSM platform.
- Configure and optimize workflows, service catalogues, SLAs, approval flows, notifications, automations, dashboards, and reports.
- Drive ITSM platform adoption, self-service, data quality, and automation.
- Implement and improve ITIL-aligned processes, including Incident, Request, Problem, Change, Knowledge, Service Level, Asset, and Configuration Management.
- Monitor KPIs, SLAs, backlog, customer satisfaction, recurring issues, and supplier performance.
- Develop service dashboards and management reports that cover trends, risks, exceptions, and improvement opportunities.
- Manage the complete lifecycle of IT hardware and software assets.
- Maintain accurate asset and configuration records and coordinate periodic audits.
- Manage software license allocation, renewals, compliance, utilization, and optimization.
- Maintain centralized records of IT vendors, contracts, subscriptions, SLAs, commercial terms, and renewals.
- Monitor vendor performance and contractual deliverables and support commercial evaluations and negotiations.
- Manage IT purchase requisitions, POs, budgets, commitments, actual expenditure, accruals, renewals, and forecasts.
- Coordinate with Finance, Procurement, business teams, and vendors on financial and procurement matters.
- Support audits, risk assessments, remediation activities, and continual improvement initiatives.
Qualifications & Experience
- Bachelor's degree in Computer Science, IT, Engineering, or a related field.
- 8–12 years of progressive experience in IT service delivery, IT operations, or IT service management, preferably in a multi-site environment.
- Mandatory hands-on experience with an enterprise ITSM platform such as ServiceNow, ManageEngine ServiceDesk Plus, Freshservice, or equivalent.
- Strong practical ITIL knowledge with ITIL Foundation certification required.
- Experience with IT asset lifecycle and software license management.
- Strong experience in vendor and contract management and IT financial administration.
- Experience developing workflows, dashboards, KPIs, SLA reports, service catalogues, and process documentation.
- Experience with automation, CMDB/configuration management, and ITSM integrations is preferred.
- Strong analytical, problem-solving, stakeholder management, communication, and negotiation skills.
- High ownership, organization, attention to detail, and documentation discipline.
