Senior IT Service Delivery Lead

Scope Investments; United Arab Emirates; Vor Ort; AED 350.000 - 550.000; Vollzeit

Zusammenfassung

Scope Investments in the United Arab Emirates seeks an experienced Senior IT Service Delivery Specialist to own IT service management across the group. You will drive operational excellence, governance of ITIL processes and the ITSM platform, ensuring efficient service delivery and cost transparency.

You will mentor teams and coordinate vendor-related activities across multiple sites. The role focuses on incident, change, problem and asset management, plus reporting and continuous improvement

Qualifikationen

• Bachelor's degree in Computer Science, Information Technology, Engineering or a related discipline.
• 8-12 years of progressive experience in IT service delivery, IT operations or ITSM in a multi-site environment.
• Hands-on experience with an enterprise ITSM platform such as ServiceNow, ManageEngine ServiceDesk Plus or Freshservice.
• Strong ITIL knowledge; ITIL Foundation certification required; higher-level certs preferred.
• Experience in IT asset lifecycle management, software license management, vendor and contract management, and IT financial administration.
• Experience developing workflows, dashboards, KPIs, SLA reports, service catalogues and process documentation.
• Automation, CMDB or ITSM integrations experience is a plus.

Aufgaben

• Manage end-to-end delivery of IT services in line with business requirements and service levels.
• Act as senior escalation point; coordinate cross-functional resolution and stakeholder communication.
• Conduct service reviews with business units and translate needs into practical improvements.
• Coordinate major incident response, service recovery and problem follow-up.
• Own administration, governance and continuous improvement of the ITSM platform.
• Design workflows, dashboards, service catalogue items, SLAs, notifications and automations.
• Drive platform adoption, data quality and self-service to reduce resolution times.
• Coordinate platform upgrades, testing, access controls and vendor support.

Kenntnisse

Analytical skills

Stakeholder management

Documentation discipline

Problem solving

Ausbildung

Bachelor's degree in Computer Science, Information Technology, Engineering or related discipline

Tools

ServiceNow

ManageEngine ServiceDesk Plus

Freshservice

Jobbeschreibung

Scope Investments in the United Arab Emirates seeks an experienced Senior IT Service Delivery Specialist to own IT service management across the group. You will drive operational excellence, governance of ITIL processes and the ITSM platform, ensuring efficient service delivery and cost transparency.

You will mentor teams and coordinate vendor-related activities across multiple sites. The role focuses on incident, change, problem and asset management, plus reporting and continuous improvement