Service Desk Capability and Incident Manager

Vanderlande; Dubai; On-site; AED 180,000 - 300,000; Full time

Job summary

Vanderlande in Dubai is seeking a Service Desk Capability and Incident Manager to drive development and optimization of the Global Support Center within the Airports domain. You will shape the capability roadmap, governance and operational excellence across the support organization.

You will act as Major Incident Manager for critical events, coordinate cross-functional teams, communicate with stakeholders, and ensure rapid service restoration.

Qualifications

• 5 years of experience in IT Operations Service Management Service Delivery or Global Support organizations.
• Experience in airport operations logistics automation or other mission-critical environments.
• Proven experience leading major incidents in a 24/7 support environment.
• Strong understanding of ITIL Incident Problem Change and Continual Improvement practices.
• Excellent stakeholder management communication and facilitation skills.
• Strong analytical structured problem-solving and continuous improvement mindset.
• Ability to influence and drive change across global teams without direct authority.
• Proven ability to work effectively in an international environment across multiple continents collaborating with globally distributed teams customers and stakeholders across different cultures and time zones.

Responsibilities

• Capability Management: Define and maintain the capability roadmap for the Global Support Center. Identify capability gaps across people processes tools and organizational governance. Drive capability maturity improvements through structured development programs. Develop standards best practices and operational frameworks for support teams. Support competency development training initiatives and knowledge management.
• Service Improvements: Lead Continual Service Improvement (CSI) initiatives across global support services. Analyse operational performance incident trends and customer feedback to identify improvement opportunities. Facilitate improvement workshops and drive implementation of improvement actions. Establish track and report on service improvement objectives and benefits realization. Ensure lessons learned are incorporated into operational processes and standards.
• Tool & Automation Improvement: Own and drive the enhancement roadmap for support tools and platforms. Work with operational teams to identify opportunities for automation and efficiency improvements. Translate business requirements into tool improvements and development requests. Improve operational reporting dashboards monitoring capabilities and self-service functionality. Ensure tools support standardized global ways of working.
• Major Incident Management: Act as the Major Incident Manager for critical and high-severity incidents affecting airport operations. Lead incident bridges and coordinate cross-functional technical teams during service disruptions. Manage stakeholder communications during major incidents including customer-facing updates. Escalate risks and issues to senior management where required. Chair post-incident reviews and ensure completion of Root Cause Analysis and corrective actions. Maintain and improve the Major Incident Management process governance and reporting.

Job description

Job Title Service Desk Capability and Incident Manager Job Description

The Service Desk Capability and Incident Manager is responsible for the continuous development and optimization of the Global Support Center GSC within the Airports domain. The role drives capability management service and process improvements tooling enhancements and operational excellence across the support organization.

In addition the position serves as the designated Major Incident Manager for critical customer-impacting events ensuring effective coordination communication and service restoration during disruptions to airport operations.

The role acts as a key link between Global Support Center operations Service Delivery Managers Experts Product Development and customers to ensure a reliable scalable and continuously improving support organization.

Key Responsibilities

• Capability Management: Define and maintain the capability roadmap for the Global Support Center. Identify capability gaps across people processes tools and organizational governance. Drive capability maturity improvements through structured development programs. Develop standards best practices and operational frameworks for support teams. Support competency development training initiatives and knowledge management.
• Service Improvements: Lead Continual Service Improvement (CSI) initiatives across global support services. Analyse operational performance incident trends and customer feedback to identify improvement opportunities. Facilitate improvement workshops and drive implementation of improvement actions. Establish track and report on service improvement objectives and benefits realization. Ensure lessons learned are incorporated into operational processes and standards.
• Tool & Automation Improvement: Own and drive the enhancement roadmap for support tools and platforms. Work with operational teams to identify opportunities for automation and efficiency improvements. Translate business requirements into tool improvements and development requests. Improve operational reporting dashboards monitoring capabilities and self-service functionality. Ensure tools support standardized global ways of working.
• Major Incident Management: Act as the Major Incident Manager for critical and high-severity incidents affecting airport operations. Lead incident bridges and coordinate cross-functional technical teams during service disruptions. Manage stakeholder communications during major incidents including customer-facing updates. Escalate risks and issues to senior management where required. Chair post-incident reviews and ensure completion of Root Cause Analysis and corrective actions. Maintain and improve the Major Incident Management process governance and reporting.

Qualifications and Skills

• 5 years of experience in IT Operations Service Management Service Delivery or Global Support organizations.
• Experience in airport operations logistics automation or other mission-critical environments.
• Proven experience leading major incidents in a 24 7 support environment.
• Strong understanding of ITIL Incident Problem Change and Continual Improvement practices.
• Excellent stakeholder management communication and facilitation skills.
• Strong analytical structured problem-solving and continuous improvement mindset.
• Ability to influence and drive change across global teams without direct authority.
• Proven ability to work effectively in an international environment across multiple continents collaborating with globally distributed teams customers and stakeholders across different cultures and time zones.