ITSM Specialist, Service Delivery & Governance

ParamInfo; Dubai; On-site; AED 120,000 - 180,000; Full time

Job summary

ParamInfo in Dubai is seeking an ITSM specialist to support incident, problem, change and configuration management in a staff augmentation model. You will manage day-to-day ITSM activities, track SLAs and KPIs, and coordinate with internal teams and vendors to ensure service quality.

The role focuses on governance, documentation, data quality and continuous improvement of IT service management aligned with ITIL practices. 24x7 coverage and on-call readiness are required.

Qualifications

• ITSM-related technical knowledge and governance experience.
• Ability to coordinate incident, problem, change and configuration activities.
• Experience with service-level and KPI reporting and root-cause analysis.

Responsibilities

• Execute and coordinate ITSM processes per approved procedures.
• Manage day-to-day ITSM activities, queues, reviews and escalations.
• Monitor SLA/KPI performance and coordinate corrective actions.
• Coordinate internal teams, service owners and vendors to resolve issues.
• Maintain ITSM policies, documentation and data quality.
• Support governance, compliance and reporting activities.
• Provide training and guidance on ITSM practices.

Skills

Technician – IT Service Management

ITSM tool

Operational service management

SLA and KPI governance

Cross-team coordination

ITSM tool and data quality

Policies and process documentation

Governance and compliance

Problem management and RCA

Performance analysis and reporting

Change management support

Business and service alignment

Job description

ParamInfo in Dubai is seeking an ITSM specialist to support incident, problem, change and configuration management in a staff augmentation model. You will manage day-to-day ITSM activities, track SLAs and KPIs, and coordinate with internal teams and vendors to ensure service quality.

The role focuses on governance, documentation, data quality and continuous improvement of IT service management aligned with ITIL practices. 24x7 coverage and on-call readiness are required.