Senior ITSM Leader: Service Quality & Resilience

First Abu Dhabi Bank (FAB); Abu Dhabi; On-site; AED 360,000 - 600,000; Full time

Job summary

First Abu Dhabi Bank (FAB) seeks a senior leader to head IT Service Management (ITSM). You will establish governance, standards, and assurance for resilient, secure and business-aligned technology services across the enterprise.

This role drives service quality, continuity, change enablement, configuration management and performance oversight to keep critical banking services stable and customer-focused. Collaborating with business, technology, risk, audit and strategic suppliers, you will

Qualifications

• Minimum 12+ years in IT service delivery with leadership.
• Proven ITIL-based service management frameworks experience in large orgs.
• Knowledge of banking/regulatory requirements beneficial.

Responsibilities

• Define and execute enterprise ITSM strategy and operating model.
• Lead IT service continuity and resilience capabilities; DR governance and testing.
• Oversee Change Enablement, Config Mgmt, Service Quality and Performance management.

Skills

ITSM strategy

Stakeholder management

Leadership

Disaster recovery

Automation & AI

Education

Bachelors in CS/IT

ITIL Foundation

Tools

ServiceNow

PagerDuty

Job description

First Abu Dhabi Bank (FAB) seeks a senior leader to head IT Service Management (ITSM). You will establish governance, standards, and assurance for resilient, secure and business-aligned technology services across the enterprise.

This role drives service quality, continuity, change enablement, configuration management and performance oversight to keep critical banking services stable and customer-focused. Collaborating with business, technology, risk, audit and strategic suppliers, you will