Service Manager

Le Chene; Abu Dhabi; On-site; AED 60,000 - 120,000; Full time

Job summary

An AI and IT company in Abu Dhabi is seeking an experienced ITSM Manager to oversee ITSM process governance and operational performance. Responsibilities include managing incident, problem, change, and release management processes, driving audits, and delivering service improvement initiatives. The ideal candidate will possess 7-9 years of experience in ITSM with knowledge of ITIL 4 and tools like ServiceNow or Jira Service Management.

Qualifications

• 7–9 years of experience in ITSM or related fields.
• Proven expertise in ITSM lifecycle and process governance.

Responsibilities

• Oversee ITSM lifecycle processes.
• Maintain service catalogs and configuration data.
• Drive audits, compliance, and risk management.
• Deliver service improvement initiatives.
• Report service metrics to senior leadership.

Skills

ITIL 4 Strategist: Direct, Plan & Improve (DPI)

Strong ITSM lifecycle knowledge

ServiceNow or Jira Service Management

Process documentation and governance expertise

Tools

ServiceNow

Jira Service Management

Job description

Location: Abu Dhabi, UAE

Employment: Full Time

Industry: AI and IT Company

Sector: Government Entity

Contract: 1 year – extendable

Experience: 7–9 Years

Role Overview

Owns ITSM process governance and operational performance across Incident, Problem, Change, and Release Management.

Key Responsibilities

• Oversee ITSM lifecycle processes
• Maintain service catalogs and configuration data
• Drive audits, compliance, and risk management
• Deliver service improvement initiatives
• Report service metrics to senior leadership

Required Skills & Certifications

• ITIL 4 Strategist: Direct, Plan & Improve (DPI)
• Strong ITSM lifecycle knowledge
• ServiceNow or Jira Service Management
• Process documentation and governance expertise