The Middle East IT Service Senior Manager is the face of Tech@the company in a key market for the company, serving as the primary connection between a demanding regional business and the global IT organization. This role is instrumental in managing IT service delivery across the region, including cities like Riyadh, Dubai, Doha, Abu Dhabi, and Kuwait. A successful candidate will own regional IT service delivery end-to-end, managing senior stakeholder relationships, capturing and consolidating local business demand, overseeing critical incidents, and ensuring global IT solutions effectively meet the needs of the Middle East region.
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Key responsibilities include:
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Stakeholder Relationships & Business Partnering: Be the main contact for local business leadership across Middle Eastern offices, actively managing relationships, and ensuring that IT is viewed as a business partner.
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Capacity & Financial Management: Ensure regional capacity aligns with global targets, provide visibility at the office level, and manage cost discussions with local leadership.
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Automation & AI-Enabled Support: Set targets for support resolution rates, build self-service capabilities, and integrate AI solutions into local workflows.
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Security, Compliance & Resilience: Ensure secure fulfillment patterns, compliance with device management standards, and robust resilience practices.
Requirements:
- 8–12+ years in IT Service Management, Digital Workplace, or End-User Computing leadership.
- Proven experience in multi-site or regional service delivery.
- Understanding of service transformation and operating model redesign.
- Familiarity with AI-enabled/automated support tools and modern Enterprise Service Management (ESM) platforms.
- Strong financial management skills.
- Experience in vendor management and contract governance.
- Language Requirements: Fluent in English; proficiency in Arabic is a strong advantage.
- Willingness to travel occasionally across Middle East office locations.
Equal Opportunity Employer:
The company is committed to diversity and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity/expression, national origin, disability, or other characteristics protected by law.
