• Location: Abu Dhabi, UAE
• Employment: Full Time
• Industry: AI and IT Company
• Sector: Government Entity
• Contract: 1 year – extendable
• Experience: 7–9 Years
  

Role Overview

Responsible for governing end-to-end IT service delivery, ensuring SLA/OLA adherence, stakeholder alignment, and continual service improvement across enterprise environments.

Key Responsibilities

• Govern overall service delivery performance, SLAs, and OLAs

• Act as primary liaison between business, vendors, and IT operations

• Develop and maintain SLAs and service performance reports

• Lead service review meetings with senior stakeholders

• Ensure incident, problem, and change processes are followed

• Manage service budgets and resource allocation

• Drive continual service improvement initiatives

• Ensure service continuity, risk mitigation, and resilience

Required Skills & Certifications

• ITIL® 4 Managing Professional (MP)

• Strong knowledge of COBIT and ISO 20000

• Stakeholder, vendor, and contract management

• Reporting & analytics (Power BI, Excel, ServiceNow dashboards)

• Strong leadership and communication skills