ITSM Transformation Leader

4 days ago

Abu Dhabi, Abu Dhabi, United Arab Emirates ACIT Labs Full time

Location: Abu Dhabi

Duration: Yearly Renewable Contract

Job Summary:

Lead a high-impact transformation to standardize, automate, and optimize end-to-end Service Delivery Lifecycle (SDLC). This role is responsible for designing and implementing a unified operating model and automated workflows that deliver transparency, predictability, and enterprise-grade governance. The Transformation Leader will drive adoption across teams, ensure sustainable change, and enable a culture of agility and continuous improvement.

General Responsibilities:

Strategy & Design

Transformation Delivery

Governance & Change Management

Enablement & Training

  • Architect a unified, automation-ready operating model.
  • Define reusable templates, workflows, and governance mechanisms for epics, stories, and acceptance criteria.
  • Lead end-to-end implementation of Agile workflows in Jira, ServiceNow, and other relevant platforms.
  • Build automated dashboards, SLA flows, and capacity models for enterprise visibility.
  • Establish governance rituals, reporting cadences, and compliance through system design.
  • Develop training programs, playbooks, and operating manuals for teams and leadership.

Requirements:

Education & Certifications:

  • Bachelor's degree in Computer Science, Information Technology, or related field.
  • Agile certifications (e.g., SAFe, ICAgile, PMI-ACP) are highly desirable.

Skills & Competencies:

  • Proven expertise in Agile transformation and SDLC optimization at scale.
  • Strong leadership, stakeholder management, and communication skills.
  • Hands-on experience with Jira administration, workflow engineering, and ServiceNow ITSM.
  • Ability to design automated compliance mechanisms and enterprise dashboards.

Experience:

  • 10+ years in large-scale Agile and SDLC transformation roles.
  • Demonstrated success leading 2–3 full transformation programs with measurable impact.
  • Experience in government digital platforms, superapps, or regulated environments is a plus.

Key Attributes:

  • Highly structured and results-driven communicator.
  • Hands-on leader who thrives under pressure and tight timelines.
  • Skilled in creating order out of complexity and building scalable frameworks.

Tools & Technology Expertise:

  • Jira (Advanced workflows, dashboards, and reporting).
  • ServiceNow ITSM for process automation and governance.
  • Experience with CI/CD tools and DevOps practices (Azure DevOps preferred).
  • Familiarity with enterprise architecture and integration platforms

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