Service Governance Specialist

Ankabut; Abu Dhabi; On-site; AED 180,000 - 300,000; Full time

Job summary

Ankabut is seeking an experienced Service Governance Specialist to join our Governance, Risk & Compliance team in the UAE. This strategic role establishes and continuously improves the IT Service Governance Framework to ensure resilient, compliant, and high-performing IT service delivery across the organization.

Responsibilities include governing ITSM practices aligned with ITIL 4, ISO 20000, COBIT; monitoring SLAs and KPIs; driving CSI; managing governance reporting, audits, and compliance;

Qualifications

• Bachelor's degree in information technology, computer science, business administration, or related field.
• ITIL 4 Foundation Certification (Managing Professional or Strategic Leader preferred).
• ISO/IEC 20000 Lead Implementer or Lead Auditor Certification.
• Knowledge of ISO 27001, ISO 22301, and COBIT 2019 frameworks.
• Experience with ITSM platforms such as ServiceNow, ManageEngine, or Freshworks.

Responsibilities

• Governs and enhances ITSM practices aligned with ITIL 4, ISO 20000, and COBIT.
• Monitors and manages SLAs, OLAs, KPIs, and service performance metrics.
• Drives Continual Service Improvement initiatives and service quality assurance.
• Leads service governance reporting, audit readiness, and compliance activities.
• Oversees service catalog, CMDB governance, knowledge management, incident/change/problem management.
• Manages vendor performance and ensures alignment with contractual SLAs.
• Supports enterprise risk management and ITGC compliance.

Skills

IT governance

Continual Service Improvement

SLAs & KPIs

Risk & Compliance

Vendor management

Education

Bachelor's degree in Information Technology / Computer Science / related

Tools

ServiceNow

ManageEngine

Freshworks

Job description

We're Hiring: Service Governance Specialist-UAE National

Ankabut is seeking an experienced Service Governance Specialist to join our Governance, Risk & Compliance team. This is a strategic role responsible for establishing, governing, and continuously improving the IT Service Governance Framework to ensure resilient, compliant, and high-performing IT service delivery across the organization.

Key Responsibilities:

• Govern and enhance IT Service Management (ITSM) practices aligned with ITIL 4, ISO 20000, and COBIT frameworks.


• Monitor and manage SLAs, OLAs, KPIs, and service performance metrics.


• Drive Continual Service Improvement (CSI) initiatives and service quality assurance.


• Lead service governance reporting, audit readiness, and compliance activities.


• Oversee service catalog, CMDB governance, knowledge management, incident management, change management, and problem management processes.


• Manage vendor performance and ensure alignment with contractual service levels.


• Support enterprise risk management and IT General Controls (ITGC) compliance.

Qualifications:

• bachelor's degree in information technology, Computer Science, Business Administration, or a related field.


• ITIL 4 Foundation Certification (Managing Professional or Strategic Leader preferred).


• ISO/IEC 20000 Lead Implementer or Lead Auditor Certification.


• Knowledge of ISO 27001, ISO 22301, and COBIT 2019 frameworks.


• Experience with ITSM platforms such as ServiceNow, ManageEngine, or Fresh works.

Experience:

• UAE Nationals: 8+ years of experience in IT Service Management, Service Governance, or IT GRC environments.


• Expats: 10+ years of relevant experience with a proven track record in implementing and governing enterprise ITSM frameworks.