Chief IT Service Delivery & Cloud Operations

Gargash Group; Dubai; On-site; AED 420,000 - 700,000; Full time

Job summary

Gargash Group seeks an accomplished IT Service Delivery leader to own end-to-end IT service lifecycle across incident, problem, change and request management in a luxury, premium environment.

Based in Dubai, you will drive ITIL-aligned processes, manage multi-tier support with L0–L2 escalation, oversee Azure/M365 infrastructure, and lead a 15-person team to deliver exceptional service to VIP stakeholders and family office clients.

Qualifications

• Minimum 10 years in IT service delivery or IT operations.
• At least 4 years in a leadership role managing multi-tier support.
• Proven experience with Azure/cloud platforms and Microsoft 365.
• Strong ITIL knowledge and service management reporting.

Responsibilities

• Own end-to-end IT service lifecycle from incident receipt to resolution.
• Define and report against SLAs for response times, resolution rates, and user satisfaction.
• Operate tiered support with clear escalation paths (L0–L2).
• Drive continuous improvement using ITSM data and trend analysis.
• Oversee infrastructure availability, performance, and security (Azure, M365, on-prem).
• Lead the group's application support including Jira and Azure-hosted workloads.
• Manage a 15-person team across geographies and ensure premium service standards.

Skills

ITIL

ITSM

Leadership

SLA/KPI management

Stakeholder management

Cloud (Azure)

Microsoft 365

Executive communication

Vendor management

Education

ITIL certification

Azure Administrator certification

Microsoft 365 certification

Tools

ServiceNow

Freshservice

Samanage

Job description

Gargash Group seeks an accomplished IT Service Delivery leader to own end-to-end IT service lifecycle across incident, problem, change and request management in a luxury, premium environment.

Based in Dubai, you will drive ITIL-aligned processes, manage multi-tier support with L0–L2 escalation, oversee Azure/M365 infrastructure, and lead a 15-person team to deliver exceptional service to VIP stakeholders and family office clients.