Senior IT Service Delivery Leader

ITHR Technologies Consulting LLC; Dubai; In loco; AED 180.000 - 240.000; Tempo pieno

Descrizione del lavoro

ITHR Technologies Consulting LLC is seeking an experienced Senior IT Service Delivery Specialist to oversee enterprise IT service delivery across a multi-site environment. You will manage ITSM platforms, enforce ITIL practices, and coordinate assets, licenses, vendors and budgets.

The role requires hands-on ITSM expertise, strong governance, and stakeholder management to improve service quality, reduce costs, and drive continuous improvement across the organization.

Competenze

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
• 8–12 years of progressive experience in IT service delivery, IT operations, or IT service management.
• Advanced hands-on experience administering and configuring an enterprise ITSM platform such as ServiceNow, ManageEngine ServiceDesk Plus, Freshservice, or an equivalent solution.
• Strong practical knowledge of ITIL service management processes and operational governance.
• ITIL Foundation certification is mandatory.
• Experience developing and managing ITSM workflows, service catalogues, dashboards, reporting structures, SLAs, and automation.
• Practical experience managing IT hardware assets and software licence lifecycles.
• Experience coordinating IT vendors, contracts, subscriptions, and renewals.
• Proven involvement in IT financial administration, including purchase orders, budget tracking, expense monitoring, and cost reporting.
• Experience managing service escalations, coordinating incident resolution, and conducting service performance reviews.
• Strong experience producing operational reports, maintaining process documentation, and supporting audit activities.

Mansioni

• Oversee end-to-end IT service delivery, ensuring alignment with business requirements and SLAs.
• Serve as senior escalation point for critical IT issues with effective stakeholder communication.
• Coordinate major incident management, service restoration, root cause analysis and preventive action planning.
• Conduct regular service delivery reviews with IT stakeholders.
• Identify gaps and implement corrective actions to improve efficiency.
• Collaborate with infrastructure, applications, security, and support teams to ensure performance.
• Maintain relationships with stakeholders and ensure services meet expectations.
• Own ITSM platform administration, configuration, maintenance and continuous improvement.
• Develop service catalogues, request forms, approvals, SLA configurations, dashboards and reports.
• Implement workflow automation and self-service to reduce manual intervention.
• Ensure data accuracy, platform adoption and governance compliance.
• Coordinate ITSM platform upgrades, integrations, testing, access management and vendor support.
• Provide training on ITSM usage.

Conoscenze

ITIL processes

ITSM workflows

Governance

Stakeholder management

Incident management

Formazione

Bachelor's degree in CS/IT/Engineering

Strumenti

ServiceNow

ManageEngine ServiceDesk Plus

Freshservice

Descrizione del lavoro

ITHR Technologies Consulting LLC is seeking an experienced Senior IT Service Delivery Specialist to oversee enterprise IT service delivery across a multi-site environment. You will manage ITSM platforms, enforce ITIL practices, and coordinate assets, licenses, vendors and budgets.

The role requires hands-on ITSM expertise, strong governance, and stakeholder management to improve service quality, reduce costs, and drive continuous improvement across the organization.