ITSM Pre-Sales & Solutions Lead

PricewaterhouseCoopers

Dubai

On-site

AED 420,000 - 640,000

Full time

14 days+

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Job summary

PwC Dubai is seeking a Senior Manager to lead ITSM pre-sales and solution design, crafting scalable SLA-driven offerings with industry-standard tools such as ServiceNow and COBIT/ITIL frameworks. You will engage with enterprise clients across the Middle East to deliver value-driven managed services and strategy alignment for IT operations modernization.

The role requires 10+ years in ITSM, strong English communication, and ITIL certification.

Qualifications

10 years of experience in ITSM pre-sales or solution design roles.
Bachelor's in Information Technology or Computer Science (or related field).
ITIL Expert or Managing Professional certification is required.
Proficient in English; Arabic is a plus.

Responsibilities

Lead ITSM pre-sales engagements focused on transforming and managing ITSM operations.
Analyze client service delivery challenges and develop value-driven managed service proposals.
Design ITSM operating models covering Incident, Problem, Change, CMDB, Service Catalog.
Define service levels (SLAs XLAs), governance models, KPIs, and reporting structures.
Integrate ITSM with AIOps, automation and observability platforms to improve MTTR and service quality.
Participate in pricing strategy and cost modeling aligning effort with service scope and tooling.
Collaborate with platform SMEs and operations teams to validate service delivery capabilities.
Position ITSM as a key enabler for IT modernization, cloud, application security and digital workplace initiatives.
Respond to RFPs/RFIs and prepare high-quality documentation, SOWs and solution blueprints.
Ensure compliance with regulatory security and audit requirements.