Mobilisation and Service Management Lead

About the Job

• Prepare and maintain the Mobilisation, transition and service management plan, including dependencies, risks, milestones and readiness criteria.
• Lead the company's multidisciplinary onsite and offshore team and coordinate priorities with the company Project Manager and designated stakeholders.
• Manage service reviews, SLA/KPI reporting, risks, issues, escalations, action tracking and continuous service improvement.
• Ensure incidents, problems, changes and service requests are governed through the agreed ITSM processes and escalation paths.
• Coordinate candidate onboarding, knowledge transfer, access readiness, documentation and operational handover activities.
• Maintain accurate monthly service reporting, decision logs, dependency tracking and executive-level updates.
• Control scope and ensure that additional requirements, material changes or commercial impacts are assessed and confirmed through the agreed governance process.
• Coordinate with the company's technical practices and third parties where specialist support is required.

Requirements

• Minimum 8 years of relevant IT delivery experience, including at least 3 years leading managed services, service transition or multi-domain support teams.
• Demonstrable experience managing SLA-based services, customer governance, escalations and operational reporting.
• ITIL 4 Managing Professional or equivalent service management certification preferred.
• PMP or PRINCE2 Practitioner preferred.
• Strong written and verbal English; Arabic is strongly preferred for this client-facing role.

Preferred Profile

• Previous experience delivering services to UAE government entities.
• Working knowledge of TDRA and related federal hosting, connectivity and approval processes.
• Experience coordinating hybrid teams across infrastructure, applications, cybersecurity, data and end-user support.

Expected Contribution

• Mobilisation milestones and dependencies are managed transparently and escalated early.
• Service reporting is accurate, timely and aligned with the mutually confirmed SLA/KPI schedule.
• Client decisions, risks, actions and scope changes are documented and governed.
• The company's teams operate as one coordinated delivery unit.