Head of IT Service Management & Operational Resilience

First Abu Dhabi Bank (FAB); Abu Dhabi; On-site; AED 350,000 - 550,000; Full time

Job summary

First Abu Dhabi Bank (FAB) seeks a senior IT Service Management leader to establish governance and standards that deliver resilient, secure and service-focused technology across the enterprise. You will drive service quality, operational resilience, change enablement, configuration management and performance oversight.

In partnership with business, risk, audit and suppliers, you will enable continual improvement, data-driven decisions, automation and AI, ensuring regulatory readiness while

Qualifications

• Bachelor’s degree in computer science, IT, or related field.
• ITIL Foundations certs (v4 preferred) plus advanced ITIL credentials.
• Experience with ServiceNow or similar ITSM platforms.
• Knowledge of cloud, automation and AI in IT service delivery.

Responsibilities

• Define and execute the enterprise ITSM strategy, roadmap and operating model.
• Lead IT service continuity, resilience and regulatory readiness activities.
• Establish governance for Change Enablement, Configuration and Service Quality.
• Drive end-to-end service visibility and stakeholder reporting.

Skills

ITSM strategy

Stakeholder management

Crisis/major incident handling

CSI (continual service improvement)

Automation / AI in ITSM

Cloud adoption / IT modernization

Risk & regulatory awareness

Leadership of diverse teams

ITIL / ITSM governance

Vendor & supplier management

Education

Bachelor's degree in CS/IT

ITIL Foundation (v4) and advanced ITIL certs

Tools

ServiceNow

PagerDuty

Monitoring tools

Job description

First Abu Dhabi Bank (FAB) seeks a senior IT Service Management leader to establish governance and standards that deliver resilient, secure and service-focused technology across the enterprise. You will drive service quality, operational resilience, change enablement, configuration management and performance oversight.

In partnership with business, risk, audit and suppliers, you will enable continual improvement, data-driven decisions, automation and AI, ensuring regulatory readiness while