Service Delivery Director
3 days ago
About Us
We are the EDGE Group PJSC, a leading company in the UAE's defense and civilian sectors.
Job Description
The Senior Manager of IT Service Operations will be responsible for ensuring the efficient operation of our Service Operations in line with EDGE business objectives. This includes leading the service desk support and end-user computing delivery to end users across EDGE and its entities.
Main Accountabilities
- Define IT support standards, including service desk availability and field support handling/response time.
- Monitor IT services to ensure quality of service, compliance with enterprise standards, and end-user satisfaction.
- Analyze issues to identify areas for improvement.
- Manage incidents through the integrated service desk.
- Lead the team to resolve major incidents or service disruptions promptly.
- Develop KPIs to measure end-user satisfaction.
Qualifications
- At least 10 years of experience in IT managed service operations and service delivery.
- Prior experience in the UAE or Middle East is an advantage.
- Proven leadership and decision-making skills.
- Able to manage diverse teams in complex IT environments.
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