ITSM Manager

Staff Connect Information Technology Consultants; Dubai; On-site; AED 180,000 - 220,000; Full time

Job summary

Staff Connect Information Technology Consultants is seeking a dedicated IT Service Operations Manager in Dubai, UAE. The role involves leading service desk operations and enhancing ITIL practices for consistent service delivery across locations. The ideal candidate will have a proven background in implementing ITIL-oriented approaches and managing teams effectively.

Responsibilities include overseeing incident management, change management, and establishing standards for service desk operations. Candidates should have hands-on experience with ITSM platforms and a strong grasp of monitoring tools.

Qualifications

• Demonstrated experience implementing ITIL practices for incident, change, and problem management.
• Hands-on experience with enterprise ITSM platforms.
• Experience with multinational companies is mandatory.

Responsibilities

• Own the end-to-end ITSM framework for consistent service delivery.
• Lead Major Incident Management process with escalations and ticket priority discipline.
• Oversee the ITIL-aligned change management process.
• Direct 24/7 service desk operations and regional field support.
• Centralize monitoring and alerting under a single team.
• Lead and coach service desk and operations team.

Skills

ITIL-aligned practices

Enterprise ITSM platforms

Monitoring and observability tooling

Written and spoken English

Education

ITIL v4 Foundation certification

Job description

IT Service Operations Manager

Location: Dubai, UAE

Overview

The Manager of IT Service Operations owns the operational backbone of the Infrastructure and Cybersecurity function. This role leads service desk operations, incident management, change management, monitoring, and field support across the organization. It is a hands‑on leadership role focused on professionalising operations, embedding ITIL discipline, and bringing measurable improvement to how the business experiences IT.

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: 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, 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

• 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.
• ITIL v4 Foundation certification (Managing Professional preferred).
• Excellent written and spoken English.

We are an equal opportunity employer committed to diversity and inclusion. All qualified applicants will receive consideration without regard to race, religion, color, national origin, gender, sexual orientation, disability status, or any other protected characteristic.