Senior IT Service Delivery Leader

ITHR 360° CONSULTING FZE; Dubai; On-site; AED 300,000 - 540,000; Full time

Job summary

ITHR 360° CONSULTING FZE is seeking a Senior IT Service Delivery Specialist to oversee IT service delivery across a multi-site environment and continuously improve ITSM practices. The role requires hands-on ITSM expertise, governance, asset and vendor management, and strong stakeholder engagement.

The successful candidate will manage ITIL-aligned processes, optimize ITSM platforms, and drive automation to enhance service quality while controlling costs.

Qualifications

• 8–12 years of progressive experience in IT service delivery/IT operations.
• Experience administering enterprise ITSM platforms such as ServiceNow, ManageEngine ServiceDesk Plus or Freshservice.
• ITIL Foundation certification is mandatory.
• Experience developing and managing ITSM workflows, dashboards, SLAs, and automation.

Responsibilities

• Oversee end-to-end IT service delivery, ensuring alignment with business requirements and SLAs.
• Act as senior escalation point for critical IT service issues; ensure timely resolution and stakeholder communication.
• Coordinate major incident management, service restoration, root cause analysis, and preventive action planning.
• Conduct regular service delivery reviews with IT stakeholders and business units.
• Identify service delivery gaps and implement corrective actions to improve efficiency.
• Collaborate with infrastructure, application, security, and support teams for consistent performance.
• Maintain relationships with business stakeholders to ensure IT services meet expectations.
• Define, monitor, and evaluate IT service delivery KPIs; track SLA compliance and vendor performance.

Skills

IT Service Management

Stakeholder management

Automation

Education

Bachelor's degree in Computer Science / Information Technology / Engineering

Tools

ServiceNow

ManageEngine ServiceDesk Plus

Freshservice

Job description

ITHR 360° CONSULTING FZE is seeking a Senior IT Service Delivery Specialist to oversee IT service delivery across a multi-site environment and continuously improve ITSM practices. The role requires hands-on ITSM expertise, governance, asset and vendor management, and strong stakeholder engagement.

The successful candidate will manage ITIL-aligned processes, optimize ITSM platforms, and drive automation to enhance service quality while controlling costs.