About the Role
Lead the company's mobilisation and managed services delivery for Entity, providing one accountable interface for service performance, team coordination, governance, reporting, and escalation. This role is responsible for managing the company's obligations without replacing Entity's internal Project Manager or approval authority.
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Key Responsibilities
- 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 Entity's 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 Experience and Qualifications
- 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.
