ITSM & Service Delivery Leader: Platform, SLAs, Automation

TradesApp; Dubai; On-site; AED 300,000 - 500,000; Full time

Job summary

TradesApp is seeking an ITSM & Service Delivery Manager to drive operational excellence and consistent delivery of IT services across its group companies. You will own the ITSM platform, governance, service performance, asset and software licence management, vendor management, and IT financial administration.

The ideal candidate will use service data, automation, and strong controls to improve service quality, user experience, cost efficiency, and transparency across multiple sites.

Qualifications

• Bachelor's degree in Computer Science, IT, Engineering or related field.
• 8–12 years of IT service delivery/operations/ITSM experience.
• Hands-on with enterprise ITSM platforms such as ServiceNow or equivalents.
• Strong ITIL knowledge with Foundation certification.

Responsibilities

• Manage end-to-end IT service delivery in line with business requirements and SLAs.
• Act as senior escalation point for service issues and coordinate cross-functional resolution.
• Lead major incident response, service recovery, root-cause analysis, and preventive actions.
• Own admin, configuration, governance, and continuous improvement of the ITSM platform.
• Configure workflows, service catalogues, SLAs, and dashboards; drive adoption and automation.
• Monitor KPIs, SLAs, backlog, customer satisfaction, supplier performance.
• Coordinate with Finance, Procurement, business teams, and vendors on financial matters.

Skills

IT service delivery

ITIL knowledge

Vendor management

Automation

Service dashboards

CMDB management

Stakeholder management

Strong communication

Education

Bachelor's degree in CS/IT/Engineering

Tools

ServiceNow

ManageEngine ServiceDesk Plus

Freshservice

Job description

TradesApp is seeking an ITSM & Service Delivery Manager to drive operational excellence and consistent delivery of IT services across its group companies. You will own the ITSM platform, governance, service performance, asset and software licence management, vendor management, and IT financial administration.

The ideal candidate will use service data, automation, and strong controls to improve service quality, user experience, cost efficiency, and transparency across multiple sites.