Lead -Service Management & Continuous Service Improvement (UAE National only)

The role of Service Management & Continuous Service Improvement Lead is to oversee IT service delivery frameworks, ensuring optimal performance, and driving ongoing service enhancements. This role involves leading the implementation of ITIL best practices, managing service processes, and fostering a culture of continuous improvement to enhance user satisfaction and operational efficiency.

• Drive the continuous improvement of IT services, focusing on user experience, performance, and reliability.
• Lead and mentor a team of service management and CSI professionals, ensuring skill development and engagement.
• Act as a point of escalation for critical incidents, ensuring prompt communication and resolution.
• Maintain robust documentation of processes, procedures, and service improvement plans.
• Foster innovation by exploring and introducing new tools, technologies, and methodologies.
• Ensure that IT services are delivered consistently and meet agreed service levels and KPIs.
• Engage with end users to gather feedback and incorporate it into service improvement initiatives.
• Collaborate with business leaders and IT teams to ensure alignment between IT services and organizational goals.
• Oversee incident, problem, change, and release management processes, ensuring timely and efficient resolution.
• Define, track, and report on service performance metrics and KPIs.
• Team Building: Creating a cohesive team by recognizing and leveraging individual strengths.
• Regularly audit service management activities to ensure adherence to defined standards.
• Lead root cause analyses and implement corrective actions to address recurring issues.
• Provide actionable insights and recommendations to leadership based on performance data.
• Conduct regular reviews of processes and metrics to identify inefficiencies and areas for enhancement.
• Promote a culture of collaboration, accountability, and continuous learning within the team.
• Ensure that all service management processes comply with organizational policies and regulatory requirements.
• Collaborate with stakeholders to define and refine service catalog offerings.
• Coordinate training and awareness programs to embed service management practices across the organization.
• Develop dashboards and reporting tools to ensure transparency and facilitate decision-making.
• Develop and implement service management frameworks aligned with ITIL or other industry standards.

• Interpersonal Skills: Building strong relationships and fostering a collaborative work environment.
• Demonstrated experience implementing and optimizing ITIL frameworks and processes.
• Interpersonal Skills: Building strong relationships and fostering a collaborative work
• Strong project management skills, including the ability to prioritize and manage multiple initiative
• ITIL v4 certification (e.g., ITIL Managing Professional or Strategic Leader).
• Critical Thinking: Analyzing complex issues and developing practical solutions.
• Resilience: Staying calm and composed in the face of adversity or setbacks.
• Analytical mindset with the ability to identify trends, risks, and improvement opportunities.
• Inspirational Leadership: The ability to motivate and guide teams toward shared goals.
• 10+ years of experience in IT service management, with at least 3 years in a senior or leadership role.
• Strong knowledge of ITIL practices and service management tools (e.g., ServiceNow, BMC Remedy).
• Strategic Thinking: A forward-thinking mindset that anticipates challenges and opportunities.
• Clarity: Conveying ideas and strategies in a clear and concise manner
• Strong project management skills, including the ability to prioritize and manage multiple initiatives.
• Proven track record in driving service improvement initiatives with measurable results.
• Adaptability: Flexibility to adjust strategies and approaches in dynamic environments.
• Knowledge of DevOps practices and their impact on service management.
• Decision-Making Skills: Confidence in making informed and timely decisions, even under pressure.
• Excellent communication and interpersonal skills for engaging with stakeholders at all levels.
• Proficiency in ITSM tools and support platforms (e.g., ServiceNow, Jira, Freshworks etc.)
• Conflict Resolution: Navigating and resolving disagreements constructively.
• Experience with Lean, Six Sigma, or other process improvement methodologies.
• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field (Master’s degree preferred).