Manager – Service Management

eMinds; Dubai; On-site; AED 240,000 - 420,000; Full time

Job summary

eMinds, on behalf of TDRA, seeks a Manager – Service Management to bridge stakeholder relations, manage end-to-end projects, and ensure continuous service delivery aligned with customer needs in the UAE.

You will lead formal communications, drive incident resolution, and oversee day-to-day performance, while shaping service improvements and aligning with TDRA's strategy.

Collaboration with Sales, Solution Architects, and Product Marketing to evolve services is core to this role.

Qualifications

• Minimum 8–10 years of professional experience in service management or IT projects.
• Proven leadership experience managing technical staff in customer-facing roles.
• Strong knowledge of LAN/WAN, MPLS networks, and network security design.
• Solid understanding of OS, databases, and applications infrastructure.
• Deep ITIL framework expertise with emphasis on Incident Management.

Responsibilities

• Stakeholder & Relationship Management: Foster collaboration and trust between internal and external stakeholders and TDRA.
• Project Management: Direct projects across Initiating, Planning, Executing, Monitoring & Controlling, and Closing.
• Operations & Oversight: Oversee day-to-day service delivery and oversee incident resolution and contractual escalations.
• Performance Analysis: Conduct service reviews and customer satisfaction surveys to measure performance metrics.
• Strategic Alignment: Align services with changing workloads and TDRA's overarching strategy.
• Service Evolution: Collaborate with Sales, Solution Architects, and Product Marketing to plan and execute service improvements.

Skills

Leadership / Team Management

Networking & Systems

Infrastructure Knowledge

Incident Management (ITIL)

Education

ITIL Foundation Certification

Project Management Certification (PMP or equivalent)

Management / Team Lead training

Network-related training

Job description

Job Description: Manager – Service Management

Role Purpose

The Manager – Service Management bridges stakeholder relationships, structured project management, and strategic service delivery at TDRA. This role ensures continuous service alignment with customer needs, manages end-to-end project lifecycles, and oversees day-to-day service performance.

Key Responsibilities

1. Stakeholder & Relationship Management

• Collaboration & Trust: Foster an open, collaborative atmosphere with shared objectives between internal/external stakeholders and TDRA.
• Communication Framework: Establish, manage, and optimize effective formal and informal communication flows.
• Conflict Resolution: Manage dispute resolution and proactively mitigate "soft" organizational tensions before escalation.
• Upward Management: Keep senior management proactively informed of critical issues to enable timely intervention.
• Knowledge Sharing: Organize cross-functional forums, working groups, roadshows, and training sessions to promote shared business practices.

2. Project Management

• Lifecycle Execution: Direct projects across all five standard process groups: Initiating, Planning, Executing, Monitoring & Controlling, and Closing.
• Core Domains: Manage project delivery across the nine PMBOK knowledge areas: Integration, Scope, Time, Cost, Quality, HR, Communication, Risk, and Procurement.
• Operations & Oversight: Oversee day-to-day service delivery, taking full ownership of issue resolution and contractual escalations.
• Performance Analysis: Conduct balanced data collection, service reviews, and customer satisfaction surveys to measure performance metrics efficiently.
• Strategic Alignment: Align services with changing customer workloads, emerging external trends, and TDRA's overarching business strategy.
• Service Evolution: Collaborate with Sales, Solution Architects, and Product Marketing to identify, plan, and execute service improvements or additions.

Required Certifications

• ITIL Foundation Certification.
• Project Management Certification (e.g., PMP or equivalent).
• Management / Team Lead training or certifications.
• Network-related training or certifications.

Experience Requirements

• 8–10 years of professional experience.
• Team Leadership: Proven track record managing technical staff in customer-facing service delivery roles.
• Networking & Systems: Strong knowledge of market-leading LAN/WAN, MPLS networks, and Network Security Design.
• Infrastructure: Solid understanding of systems technology (OS, Databases, Applications).
• Framework Mastery: Deep expertise in the ITIL framework, with an emphasis on Incident Management.