Service Management Director

5 days ago


Dubai, Dubai, United Arab Emirates Ghobash Group Full time

The Ghobash Group is seeking an experienced Service Management Director to drive high-quality managed services delivery to clients while ensuring service level agreements (SLAs) are met and operational efficiency is improved. As a key member of the team, this individual will be responsible for managing a team of service professionals, optimizing IT service operations, and fostering strong client relationships to ensure seamless execution of IT managed services including cloud, network security, and application support.

Key Responsibilities:

  • Service Delivery Management & Operations: Oversee end-to-end IT managed services delivery ensuring compliance with SLAs and KPIs, lead service teams in managing incidents, requests, problem resolution, and change management, continuously optimize IT operations by implementing ITIL best practices and automation, maintain high availability of critical IT infrastructure, applications, and cloud environments, and ensure proactive monitoring, reporting, and service reviews to minimize downtime.
  • Client & Stakeholder Management: Act as the primary point of contact for clients ensuring expectations are met or exceeded, conduct regular client meetings, QBRs (Quarterly Business Reviews), and service improvement discussions, address escalations, resolve service-related issues, and manage crisis situations effectively, and work closely with internal teams (network security, cloud, DevOps) to deliver seamless service.
  • ITIL & Service Management Excellence: Implement and enforce ITIL best practices for service delivery, incident, problem, and change management, develop and maintain service catalogs, SLAs, and operational procedures, and drive service improvement initiatives using ITSM platforms like ServiceNow, BMC Remedy, or Manage Engine.

Qualifications :

  • Bachelor's in computer science or a related field.
  • ITIL v4, PMP, PRINCE2 Certified.
  • 8 years in IT service delivery with 5 years in a managerial role.
  • ITSM platforms (ServiceNow, BMC Remedy, Freshservice).
  • Cloud platforms (AWS, Azure, GCP).
  • Networking, cybersecurity, and IT infrastructure.
  • DevOps and automation tools (Ansible, Terraform, Kubernetes).


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