ITIL Specialist: ITSM & Change Leader

Sundus

United Arab Emirates

On-site

AED 180,000 - 240,000

Full time

33 hours ago

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Job summary

Sundus Technology Services in the United Arab Emirates seeks a Specialist - ITIL to govern ITSM processes, ensuring effective change, incident and problem management, and service catalogue maintenance. You will drive continuous improvement, coordinate audits and monitor SLA/OLA performance, delivering ITSM training and awareness.

The role requires 7+ years in ITSM, ITIL Foundation, and experience with ManageEngine ServiceDesk Plus.

Qualifications

Bachelor's degree in IT, Computer Science, Information Systems or related field.
Minimum 7 years of IT Service Management experience.
ITIL Foundation certification required; advanced ITIL certifications desirable.
Experience with enterprise ITSM platforms, preferably ManageEngine ServiceDesk Plus.
Knowledge of change, incident and problem management, service catalogues, SLA/OLA monitoring, audits and business continuity.
Strong analytical, documentation, reporting, communication and stakeholder management skills.
Ability to manage competing priorities and maintain accurate records.

Responsibilities

Develop and maintain ITIL-aligned processes, procedures and workflows.
Manage change management processes and coordinate Change Advisory Board (CAB) activities.
Coordinate major incidents, escalations, root cause analysis and corrective actions.
Maintain the service catalogue and configuration governance records.
Monitor SLA/OLA compliance and prepare service management reports.
Coordinate service transition and operational readiness before BAU handover.
Coordinate Technology Operations audits, evidence collection and corrective action closure.
Identify opportunities for process automation and continuous improvement.
Support business continuity planning, disaster recovery documentation and continuity exercises.
Deliver ITSM awareness, induction and refresher training.