24/7 IT Service Delivery Manager

IC

Dubai

On-site

AED 180,000 - 300,000

Full time

14 days+

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Job summary

IC Markets Global, a leading Forex CFD provider, seeks an experienced Technical Support Manager to lead a 24/7 operations team in a high-availability environment in Dubai. You will own ITSM processes, drive incident management, and partner with Infrastructure, Security, Engineering, and Platform teams to ensure service stability and KPI reporting.

Candidates should have 5+ years in IT Support/IT Operations with 2+ years in management, strong ITIL knowledge, and hands-on experience with Jira

Qualifications

5+ years' experience in IT Support / IT Operations.
At least 2 years in a managerial role.
Strong knowledge of ITSM / ITIL practices.
Experience managing support teams in high-availability or regulated environments.
Hands-on experience with ITSM tools such as Jira Service Management or ServiceNow.

Responsibilities

Lead and manage the Technical Support team, ensuring high service quality and accountability.
Own and operate ITSM processes: Incident, Problem, Change, and Service Request Management.
Act as the primary escalation point and lead major incident management.
Ensure SLA compliance and timely resolution of critical issues.
Drive continuous improvement through root cause analysis and process optimisation.
Collaborate closely with Infrastructure, Security, Engineering, and Platform teams.
Maintain clear documentation, runbooks, and knowledge base articles.
Monitor performance, report KPIs, and communicate service status to stakeholders.