Senior IT Service Delivery Lead - ITSM, ITIL, Automation

Qureos; Dubai; On-site; AED 420,000 - 600,000; Full time

Job summary

Scope Investment seeks an experienced Senior IT Service Delivery Specialist to drive operational excellence across the Group. You will own the ITSM platform, govern ITIL processes, manage assets and software licences, and oversee vendor relationships with a focus on cost control and service quality.

You will lead cross-functional teams, develop dashboards, and ensure scalable IT service delivery. A strong background in IT governance and financial administration is essential.

Qualifications

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

Responsibilities

• Deliver end-to-end IT services in line with business requirements and SLAs.
• Act as senior escalation point and coordinate cross-functional resolution.
• Conduct service reviews with business units and drive improvement actions.
• Coordinate major incident response and preventive actions.
• Own administration, governance and continuous improvement of the ITSM platform.
• Design and optimize workflows, service catalog items, SLAs and reports.
• Drive adoption, data quality, self-service and automation.
• Provide guidance and training on ITSM usage.
• Improve ITIL processes: Incident, Request, Problem, Change, Knowledge, SLA, Asset, Configuration.
• Define KPIs, dashboards, and management reports; monitor supplier performance.

Skills

Stakeholder management

Analytical thinking

Problem solving

Documentation discipline

Communication skills

Cross-functional collaboration

Ownership

Attention to detail

Negotiation

Education

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

Tools

ServiceNow

ManageEngine ServiceDesk Plus

Freshservice

Job description

Scope Investment seeks an experienced Senior IT Service Delivery Specialist to drive operational excellence across the Group. You will own the ITSM platform, govern ITIL processes, manage assets and software licences, and oversee vendor relationships with a focus on cost control and service quality.

You will lead cross-functional teams, develop dashboards, and ensure scalable IT service delivery. A strong background in IT governance and financial administration is essential.