Location :- Dubai, UAE
Email :- hr@staffconnect.ae
WhatsApp :- +971 52 942 1270
About the Role
The Manager, IT Service Operations owns the operational backbone of the Infrastructure & Cybersecurity function. This role leads service desk operations, incident management, change management, monitoring, and field support across the organisation. It is a hands-on leadership role focused on professionalising operations, embedding ITIL discipline, and bringing measurable improvement to how the business experiences IT.
Key Responsibilities
IT Service Management
- Own the end-to-end ITSM framework, ensuring consistent service delivery across all locations
- Establish a clear L1/L2 service model with structured ticket routing
- Drive continual service improvement using data, metrics, and feedback loop
Incident Management
- Own the Major Incident Management process, formal escalation paths, named incident commanders, bridge protocols, and structured executive
Communications
- Ensure mandatory Root Cause Analysis on all P1 and P2 incidents within agreed timeframes
- Establish ticket priority discipline and bring P1 volumes to industry norms
- Drive proactive incident detection through monitoring
Change Management
- Own the ITIL-aligned change management process, including Change Advisory Board (CAB) and Technical Advisory Board (TAB)
- Ensure changes are presented by business or application owners with proper documentation, impact assessment, and rollback plans
- Enforce multi-party approvals and structured change governance
Service Desk & Field Support
- Lead 24/7 service desk operations and regional field support
- Ensure consistent standards, tooling, and service quality across all locations
- Build a comprehensive knowledge base capturing institutional knowledge
- Design and launch self-service capabilities to reduce ticket volume
Monitoring & Operational Visibility
- Centralise monitoring and alerting under a single team
- Build and maintain operational dashboards for leadership visibility
- Establish weekly operational reporting cadence with consistent KPIs (SLA, MTTR, incident counts, change success rates)
Team Leadership
- Lead a team across service desk, field support, and operations
- Build a culture of professionalism, accountability, and service excellence
- Coach, develop, and grow team members through certification and clear growth paths
Required Experience & Qualifications
Essential
- 8–12 years of progressive experience in IT service operations, ITSM, or IT infrastructure operations
- At least 3–5 years leading service desk, operations, or ITSM teams
- Demonstrated experience implementing or maturing ITIL-aligned practices, particularly incident, change, and problem management
- Hands-on experience with enterprise ITSM platforms
- Experience with any MNC is mandatory
- Strong experience with monitoring and observability tooling
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field
- ITIL v4 Foundation certification (Managing Professional preferred)
- Excellent written and spoken English