Senior IT Service Delivery Lead - ITIL & ITSM Expert

Qureos; Abu Dhabi; On-site; AED 180,000 - 320,000; Full time

Job summary

Scope Investment seeks a Senior IT Service Delivery Specialist to lead IT service management across the group in the UAE. You will own the ITSM platform, govern ITIL processes, and drive operational excellence through data, automation and disciplined controls.

You will manage asset and license management, vendor contracts, and IT financials while delivering measurable improvements in service quality and user experience.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering or a related discipline.
• Strong hands-on ITIL knowledge and service management experience.
• Experience with ITSM tools and automation.

Responsibilities

• Manage end-to-end delivery of IT services aligned to business requirements and SLAs.
• Act as senior escalation point for service issues and coordinate cross-functional resolutions.
• Conduct service reviews and translate service needs into actionable improvements.
• Coordinate major incident response, service recovery, and post-incident follow-up.
• Own ITSM platform administration, governance and continuous improvement.
• Design workflows, service catalog items, SLAs and dashboards; drive adoption and automation.
• Coordinate platform upgrades, testing, access controls and vendor support.
• Provide guidance and training on ITSM platform usage.

Skills

Analytical skills

Problem solving

Stakeholder management

Communication

Negotiation

Workflow design

Automation knowledge

Education

Bachelor's degree in Computer Science / IT / Engineering or related

Tools

ServiceNow

ManageEngine ServiceDesk Plus

Freshservice

Job description

Scope Investment seeks a Senior IT Service Delivery Specialist to lead IT service management across the group in the UAE. You will own the ITSM platform, govern ITIL processes, and drive operational excellence through data, automation and disciplined controls.

You will manage asset and license management, vendor contracts, and IT financials while delivering measurable improvements in service quality and user experience.