Manager Digital Services Operation and Support

Roads and Transport Authority; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A government transport authority in Dubai seeks a leader in digital services management. The ideal candidate will oversee operations and enhancements for digital applications, ensuring high service availability and user satisfaction. Required qualifications include a Bachelor's degree in Information Technology and 11+ years of experience in digital support operations. Strong leadership skills and a background in ITIL and service management are essential for this role.

Qualifications

• 11+ years of experience in digital support operations.
• Strong background in ITIL and service management.
• Demonstrated leadership capability and stakeholder engagement.

Responsibilities

• Lead and manage operation of digital services.
• Ensure seamless support for smart apps and AI environments.
• Manage Service Level Agreements and KPIs.

Skills

ITIL

Service management

Vendor management

Leadership

Project coordination

Education

Bachelor’s degree in Information Technology

Job description

Job Purpose

To lead and manage the operation,, and enhancement of digital services across the organization, including smart applications, digital channels, self-service devices, and artificial intelligence platforms, ensuring high service availability, business continuity, user satisfaction, and alignment with Dubai’s digital transformation vision.

Key Responsibilities

• Ensure seamless operation and support for digital services, smart apps, e-services, AI and data science environments
• Manage and monitor Service Level Agreements (SLAs) using measurable KPIs across suppliers and sectors
• Oversee digital asset management, including licenses, access rights, and usage optimization
• Lead incident and request management for smart services, e-payment, messaging and customer‑facing platforms
• Coordinate and deliver training and enablement to call centers and internal stakeholders
• Prepare, manage and track annual section budgets and associated resources
• Ensure full adherence to information security, governance frameworks and technical standards
• Conduct operational risk assessments and support business continuity and emergency planning
• Build strong internal/external partnerships to strengthen service delivery performance
• Drive service improvement initiatives aligned to operational and strategic goals

Qualifications

• Bachelor’s degree in Information Technology, Computer Science or Computer Engineering
• Minimum 11 years’ experience in digital support operations
• Strong background in ITIL, service management, vendor management, and service desk leadership
• Demonstrated leadership capability and stakeholder engagement experience
• Skilled in project coordination, planning, and service enhancement activities
• Knowledge of ISO20000 and ITIL certification preferred