Senior IT Service Delivery Specialist

Qureos; Dubai; On-site; AED 300,000 - 520,000; Full time

Job summary

Scope Investment is seeking a Senior IT Service Delivery Specialist to drive operational excellence across IT services. You will own the ITSM platform, governance, and performance, with a focus on cost management, user experience and service quality.

You will lead end-to-end service delivery, manage major incidents, and coordinate platform upgrades and automation. A strong ITIL background, 8–12 years of related experience, and enterprise ITSM expertise are required.

Qualifications

• Bachelor’s degree in CS/IT/Engineering or related
• 8–12 years of progressive IT service delivery/IT operations/ITSM
• Advanced hands-on experience with an enterprise ITSM platform (ServiceNow, ManageEngine ServiceDesk Plus, Freshservice)
• Strong ITIL knowledge; ITIL Foundation cert required; higher cert preferred
• Experience in asset lifecycle, software licences, vendor/contract management and IT financial administration
• Experience building workflows, dashboards, KPIs, SLAs and service catalogs
• Experience with automation, CMDB or ITSM integrations preferred

Responsibilities

• Deliver end-to-end IT services aligned to business needs and SLAs.
• Serve as senior escalation point for incidents and major resolve actions.
• Conduct service reviews and translate needs into practical improvements.
• Coordinate major incident response and root-cause analysis.
• Own ITSM platform administration, governance and upgrades.
• Design workflows, catalog items, SLAs, notifications and dashboards.
• Drive platform adoption, data quality and automation to reduce effort.
• Provide training and guidance to IT teams and users on ITSM tools.
• Monitor KPIs, SLAs, customer satisfaction and vendor performance.
• Maintain documentation, procedures, catalogs and audit evidence.
• Oversee asset lifecycle management and software licence compliance.
• Manage vendor contracts, renewals and commercial terms.
• Support budgeting, forecasting and IT financial reporting.
• Ensure compliance with security policies and internal controls.
• Lead continuous improvement initiatives for service quality

Skills

Stakeholder management

ITIL processes

Analytical/problem solving

Negotiation skills

Communication

Ownership & discipline

Education

Bachelor's degree in Computer Science, IT, Engineering

Tools

ServiceNow

ManageEngine ServiceDesk Plus

Freshservice

Job description

About Us

Scope Investment is a diversified investment group with operations across Retail and distribution, Food & Beverages, Real Estate, Healthcare and Automotive sectors. We are committed to building sustainable, well-governed, and high-performing businesses. Strong governance, risk management, and internal controls are core to how we operate.

About the role

The Senior IT Service Delivery Specialist will drive operational excellence and consistent delivery of IT services across the Group. The role will provide hands‑on ownership of the IT service management platform, ITIL process governance, service performance, IT asset and software licence management, vendor management, and IT financial administration. The role will use service data, workflow automation and disciplined controls to improve service quality, user experience, cost management and operational transparency.

Key Responsibilities

1. Service Delivery and Stakeholder Management

• Manage end-to-end delivery of IT services in line with business requirements, operational priorities and agreed service levels.
• Act as a senior escalation point for service issues, coordinate cross-functional resolution and ensure clear stakeholder communication.
• Conduct service reviews with business units, manage expectations and translate service needs into practical improvement actions.
• Coordinate major incident response, service recovery, root cause follow-up and preventive actions.

2. ITSM Platform Ownership and Operational Excellence

• Own the administration, configuration, governance and continuous improvement of the ITSM platform.
• Design and optimize workflows, forms, service catalogue items, SLAs, notifications, approval flows, automations, dashboards and reports.
• Drive platform adoption, data quality, self‑service and automation to improve resolution times and reduce manual effort.
• Coordinate platform upgrades, integrations, testing, access controls, documentation and vendor support.
• Provide guidance and training to IT teams and users on the effective use of the ITSM platform.

3. ITIL Process Governance

• Implement and continually improve ITIL-aligned Incident, Request, Problem, Change, Knowledge, Service Level, Asset and Configuration Management processes.
• Monitor process compliance, facilitate problem and post‑incident reviews, support change governance and track corrective actions.
• Maintain process documentation, operating procedures, service catalogues, knowledge articles and audit evidence.

4. Performance Monitoring and Reporting

• Define and monitor KPIs, SLAs, backlog, customer satisfaction, recurring issues and supplier performance.
• Prepare service dashboards and management reports highlighting trends, risks, exceptions and improvement priorities.
• Use ITSM data to identify service bottlenecks, recurring demand, automation opportunities and cost optimization initiatives.

5. IT Asset and Software Licence Management

• Manage the lifecycle of hardware and software assets from request and procurement through assignment, transfer, maintenance, reconciliation and disposal.
• Maintain accurate asset and configuration records in the ITSM platform and coordinate periodic audits and validations.
• Manage software licence entitlements, allocations, renewals, compliance and utilization, including licence reclamation and optimisation.
• Coordinate asset tagging, stock control, warranty tracking, secure disposal and finance write‑off processes.

6. IT Vendor and Contract Management

• Maintain a centralized register of IT vendors, contracts, subscriptions, support agreements, commercial terms, owners and renewal dates.
• Coordinate vendor onboarding, quotations, service reviews, renewals and required documentation.
• Monitor vendor performance, SLA compliance, risks and contractual deliverables, escalating underperformance where required.
• Support commercial evaluations and negotiations with service, usage, performance and cost information.

7. IT Financial Management

• Raise and track purchase requisitions and purchase orders in line with approved budgets and procurement controls.
• Maintain records of budgets, commitments, actual expenditure, accruals, renewals and forecasted spend.
• Monitor budget versus actuals, investigate variances and prepare regular financial tracking reports.
• Coordinate with Finance, Procurement, business units and vendors to resolve invoice, PO, allocation and payment issues.
• Support annual budgeting, reforecasting, cost allocation and IT financial reporting.

8. Compliance and Continuous Improvement

• Ensure service delivery activities comply with organisational policies, security requirements, contracts and applicable standards.
• Support audits and risk assessments by maintaining reliable documentation and tracking remediation actions.
• Deliver continual improvement initiatives that enhance service quality, resilience, efficiency, control and user satisfaction.

Qualifications and Experience

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

Skills and Competencies

• Strong analytical, problem‑solving and root cause analysis skills.
• Excellent ITSM configuration, workflow, reporting and data management capability.
• Strong financial acumen and attention to detail in tracking budgets, commitments, renewals and actual costs.
• Commercial awareness and confidence in managing vendors, contracts and service obligations.
• Excellent stakeholder management, customer service, communication and negotiation skills.
• Ability to influence cross‑functional teams, manage priorities and drive actions to closure.
• High levels of ownership, integrity, organisation and documentation discipline.