Senior IT Support and Service Delivery

edari; Dubai; On-site; AED 140,000 - 200,000; Full time

Job summary

edari seeks a Senior IT Support and Service Delivery professional to oversee IT service delivery, application support operations, software license governance, and vendor coordination for a Dubai-based client.

The role emphasizes ITSM expertise, stakeholder engagement, and continuous service improvements within a corporate environment, reporting to the IT Manager.

Qualifications

• Bachelor's degree required in IT/CS/BIS/Engineering or related field.
• Experience in IT Service Delivery, Application Support, or IT Operations in corporate settings.
• Strong ITIL knowledge across Incident, Request, Change, and Problem Management.

Responsibilities

• Oversee end-user application support, incident management, service requests and operational issue resolution.
• Manage vendor relationships with application owners and shared IT teams to ensure reliable service delivery.
• Monitor vendor performance and drive continuous service improvements.
• Analyze ITSM metrics and reporting to identify trends and process improvements.
• Manage software license lifecycle including allocation, renewals, compliance, optimization and cost control.
• Conduct regular access reviews, license utilization assessments, and compliance reporting.
• Support annual IT budgeting, software renewals, vendor negotiations, and cost forecasting.
• Coordinate IT projects, service reviews, governance activities and audit requirements.
• Maintain service documentation, procedures and knowledge resources.
• Lead IT Service Excellence to meet SLAs and service delivery targets.

Skills

IT Service Delivery

ITIL

Vendor Management

Incident & Problem Mgmt

Software Licensing & Asset Governance

ITSM Platforms

Budgeting & Cost Optimization

Stakeholder Management

Power BI / Reporting

Excel

Education

Bachelor's degree in IT/CS/BIS/Engineering

Tools

ServiceNow

ManageEngine

Power BI

Excel

Job description

We are looking to hire an Senior IT Support and Service Delivery who will be responsible for overseeing IT service delivery, application support operations, software license governance, vendor coordination, and service excellence initiatives for our client based in Dubai—one of the largest semi-government companies in the region.

This role is on a 12-month renewable contract.

The role sits within the Information Technology Department and reports directly to the IT Manager.

We are looking for a passionate Senior IT Support and Service Delivery to drive high-quality IT support services, ensure effective governance of application support and software licensing, and continuously improve service delivery across the organization. The ideal candidate should have strong experience in IT service management, vendor management, software asset administration, ITSM processes, and stakeholder engagement.

Key Responsibilities

• Oversee end-user application support, incident management, service requests, and operational issue resolution.
• Manage relationships with vendors, application owners, and shared IT teams to ensure reliable service delivery.
• Monitor vendor performance and drive continuous service improvements.
• Analyze ITSM metrics and reporting to identify trends, process improvements, and automation opportunities.
• Manage the software license lifecycle, including allocation, renewals, compliance, optimization, and cost control.
• Conduct regular access reviews, license utilization assessments, and compliance reporting.
• Support annual IT budgeting, software renewals, vendor negotiations, and cost forecasting.
• Coordinate IT projects, service reviews, governance activities, and audit requirements.
• Maintain service documentation, operational procedures, and knowledge management resources.
• Lead the IT Service Excellence function, ensuring service delivery targets and SLAs are consistently achieved.

Knowledge, Skills & Experience

• Bachelor's degree in Information Technology, Computer Science, Business Information Systems, Engineering, or a related discipline.
• Proven experience in IT Service Delivery, Application Support, or IT Operations within a corporate environment.
• Strong understanding of ITIL service management principles, including Incident, Request, Change, and Problem Management.
• Experience managing software licensing, license compliance, renewals, and software asset governance.
• Hands‑on experience with ITSM platforms such as Service Now or Manage Engine.
• Experience managing vendors, service providers, and cross-functional IT stakeholders.
• Strong analytical skills with experience interpreting service metrics, license utilization reports, and operational KPIs.
• Experience supporting IT budgeting, vendor renewals, procurement coordination, and cost optimization initiatives.
• Excellent communication, stakeholder management, and customer service skills.
• ITIL Foundation certification is highly preferred.
• Experience within large enterprise organizations or the real estate, engineering, construction, or development sectors is advantageous.
• Knowledge of Power BI, Excel, or similar reporting tools is preferred.

Availability

Preference will be given to candidates available immediately.

We are looking for a candidate who will be able to work in the United Arab Emirates.