Specialist - ITIL

Sundus; United Arab Emirates; On-site; AED 180,000 - 240,000; Full time

Job summary

Sundus Technology Services in the United Arab Emirates seeks a Specialist - ITIL to govern ITSM processes, ensuring effective change, incident and problem management, and service catalogue maintenance. You will drive continuous improvement, coordinate audits and monitor SLA/OLA performance, delivering ITSM training and awareness.

The role requires 7+ years in ITSM, ITIL Foundation, and experience with ManageEngine ServiceDesk Plus.

Qualifications

• Bachelor's degree in IT, Computer Science, Information Systems or related field.
• Minimum 7 years of IT Service Management experience.
• ITIL Foundation certification required; advanced ITIL certifications desirable.
• Experience with enterprise ITSM platforms, preferably ManageEngine ServiceDesk Plus.
• Knowledge of change, incident and problem management, service catalogues, SLA/OLA monitoring, audits and business continuity.
• Strong analytical, documentation, reporting, communication and stakeholder management skills.
• Ability to manage competing priorities and maintain accurate records.

Responsibilities

• Develop and maintain ITIL-aligned processes, procedures and workflows.
• Manage change management processes and coordinate Change Advisory Board (CAB) activities.
• Coordinate major incidents, escalations, root cause analysis and corrective actions.
• Maintain the service catalogue and configuration governance records.
• Monitor SLA/OLA compliance and prepare service management reports.
• Coordinate service transition and operational readiness before BAU handover.
• Coordinate Technology Operations audits, evidence collection and corrective action closure.
• Identify opportunities for process automation and continuous improvement.
• Support business continuity planning, disaster recovery documentation and continuity exercises.
• Deliver ITSM awareness, induction and refresher training.

Skills

ITIL

Change mgmt

Incident mgmt

Problem mgmt

Service catalogue

SLA/OLA

Audits

Automation

Business continuity

Stakeholder mgmt

Documentation

Reporting

Communication

Education

Bachelor's degree in IT/CS or related field

Tools

ManageEngine ServiceDesk Plus

Job description

Department: Technology Services

Section: Technology Operations

Reports To: Associate Director Technology Operations

Job Purpose

Responsible for governing IT Service Management (ITSM) processes, ensuring effective change, incident and problem management, maintaining the service catalogue, coordinating audits, monitoring service levels, and driving continuous improvement across Technology Services.

Job Code: JPC - 6731

Job Title: Specialist - ITIL

Key Responsibilities

• Develop and maintain ITIL-aligned processes, procedures and workflows.
• Manage change management processes and coordinate Change Advisory Board (CAB) activities.
• Coordinate major incidents, escalations, root cause analysis and corrective actions.
• Maintain the service catalogue and configuration governance records.
• Monitor SLA/OLA compliance and prepare service management reports.
• Coordinate service transition and operational readiness before BAU handover.
• Coordinate Technology Operations audits, evidence collection and corrective action closure.
• Identify opportunities for process automation and continuous improvement.
• Support business continuity planning, disaster recovery documentation and continuity exercises.
• Deliver ITSM awareness, induction and refresher training.

Qualifications and Experience

• Bachelor's degree in IT, Computer Science, Information Systems or a related field, or equivalent relevant experience.
• Minimum 7 years of relevant IT Service Management experience.
• ITIL Foundation certification required; advanced ITIL certifications are desirable.
• Experience with enterprise ITSM platforms, preferably ManageEngine ServiceDesk Plus.
• Knowledge of change, incident and problem management, service catalogues, SLA/OLA monitoring, audits and business continuity.
• Strong analytical, documentation, reporting, communication and stakeholder management skills.
• Ability to manage competing priorities and maintain accurate records.