Head of IT Service Management & Resilience (AI/Automation)

First Abu Dhabi Bank; Abu Dhabi; On-site; AED 600,000 - 1,200,000; Full time

Job summary

First Abu Dhabi Bank is seeking an experienced ITSM leader to define and execute the enterprise ITSM strategy, operating model, and governance across technology and resilience objectives. The role focuses on service continuity, regulatory readiness and end-to-end service performance.

Responsibilities include leading disaster recovery governance, change and configuration management, and driving data-driven, automated service improvements with AI and observability.

Qualifications

• Bachelor's degree in computer science, Business or Information Technology.
• ITIL Foundation (v4 preferred); Plus advanced ITIL certifications.

Responsibilities

• Define and execute the enterprise ITSM strategy, roadmap and operating model.
• Lead IT service continuity and operational resilience capabilities including disaster recovery governance and regulatory readiness.
• Establish governance and oversight for Change Enablement, Configuration Management, and Service Quality/Performance Management.
• Drive end-to-end service visibility and dependency management for resilience decisions.
• Provide leadership for ITSM, resilience and operational assurance across governance and executive forums.

Skills

ITSM strategy

Governance & assurance

Stakeholder management

Communication

Automation & AI in IT

IT operations & resilience

Education

Bachelor's degree in Computer Science/IT

ITIL Foundation (v4)

CISM/CISA/PMP (beneficial)

Tools

ServiceNow

PagerDuty

Monitoring tools

Job description

First Abu Dhabi Bank is seeking an experienced ITSM leader to define and execute the enterprise ITSM strategy, operating model, and governance across technology and resilience objectives. The role focuses on service continuity, regulatory readiness and end-to-end service performance.

Responsibilities include leading disaster recovery governance, change and configuration management, and driving data-driven, automated service improvements with AI and observability.