Senior ITSM & Service Delivery Leader

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

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.