Service Management Leader - ITIL & PM Expertise

eMinds; Dubai; Sur place; AED 240 000 - 420 000; Plein temps

Résumé du poste

eMinds, on behalf of TDRA, seeks a Manager – Service Management to bridge stakeholder relations, manage end-to-end projects, and ensure continuous service delivery aligned with customer needs in the UAE.

You will lead formal communications, drive incident resolution, and oversee day-to-day performance, while shaping service improvements and aligning with TDRA's strategy.

Collaboration with Sales, Solution Architects, and Product Marketing to evolve services is core to this role.

Qualifications

• Minimum 8–10 years of professional experience in service management or IT projects.
• Proven leadership experience managing technical staff in customer-facing roles.
• Strong knowledge of LAN/WAN, MPLS networks, and network security design.
• Solid understanding of OS, databases, and applications infrastructure.
• Deep ITIL framework expertise with emphasis on Incident Management.

Responsabilités

• Stakeholder & Relationship Management: Foster collaboration and trust between internal and external stakeholders and TDRA.
• Project Management: Direct projects across Initiating, Planning, Executing, Monitoring & Controlling, and Closing.
• Operations & Oversight: Oversee day-to-day service delivery and oversee incident resolution and contractual escalations.
• Performance Analysis: Conduct service reviews and customer satisfaction surveys to measure performance metrics.
• Strategic Alignment: Align services with changing workloads and TDRA's overarching strategy.
• Service Evolution: Collaborate with Sales, Solution Architects, and Product Marketing to plan and execute service improvements.

Connaissances

Leadership / Team Management

Networking & Systems

Infrastructure Knowledge

Incident Management (ITIL)

Formation

ITIL Foundation Certification

Project Management Certification (PMP or equivalent)

Management / Team Lead training

Network-related training

Description du poste

eMinds, on behalf of TDRA, seeks a Manager – Service Management to bridge stakeholder relations, manage end-to-end projects, and ensure continuous service delivery aligned with customer needs in the UAE.

You will lead formal communications, drive incident resolution, and oversee day-to-day performance, while shaping service improvements and aligning with TDRA's strategy.

Collaboration with Sales, Solution Architects, and Product Marketing to evolve services is core to this role.