IT Service Operations Manager

Staff Connect Information Technology Consultants; Dubai; On-site; AED 200,000 - 280,000; Full time

Job summary

Staff Connect Information Technology Consultants in Dubai is seeking a Manager for IT Service Operations to lead the operational backbone of the Infrastructure Cybersecurity function. You will oversee service desk operations, incident management, and change management while driving continual service improvement through data analysis.

The ideal candidate has 8–12 years of experience in IT service operations, strong ITIL knowledge, and is a team leader committed to achieving service excellence.

Qualifications

• 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.

Responsibilities

• Own the end‑to‑end ITSM framework ensuring consistent service delivery across all locations.
• Lead Major Incident Management process with formal escalation and proper communications.
• Lead a team across service desk, field support, and operations.

Skills

IT service operations

ITIL practices

Monitoring and observability tooling

Team leadership

Education

Bachelor's degree in Computer Science, IT, Engineering

ITIL v4 Foundation certification

Tools

Enterprise ITSM platforms

Job description

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 loops.
• Incident Management
  • Own the Major Incident Management process with 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 CAB and 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, and 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.

Qualifications

• 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.