Technical Project Manager

First Point Group; Abu Dhabi; On-site; AED 180,000 - 300,000; Full time

Job summary

First Point Group, a leading cloud technology and digital transformation solutions provider in the UAE, seeks an IT program/project manager to oversee outsourced development and transformation projects using Agile, Waterfall, or hybrid methods.

The role focuses on establishing ITSM processes, ensuring service quality, vendor management, and collaboration with sales and technical teams to grow customer relationships and identify opportunities. 3–5 years of ITPM ITSM experience required.

Qualifications

• 3-5 years in IT program/project management within an ITSM-focused organization.
• Hands-on experience in Agile/SAFe, ITSM/ITOM/ITAM practices, and ITSM tool migration (CSM module required).
• Knowledge of platform security, integrations, and testing phases (SIT, UAT, security testing).
• Familiar with ITIL and full SDLC in Agile/Scrum environments.

Responsibilities

• Manage large-scale outsourced IT development and transformation projects using Agile, Waterfall, or hybrid methodologies.
• Establish ITSM processes, drive productivity improvements, and oversee operational procedures and team planning.
• Serve as the primary point of contact for service quality, performance, and capacity planning aligned with customer growth needs.
• Monitor customer feedback to refine service delivery and ensure consistent quality.
• Lead project coordination, resolve issues, and manage internal/external resources and vendor relationships.
• Conduct regular operational and performance reviews (DSR, weekly, monthly) with service delivery teams.
• Oversee end-to-end service management, including contracts, vendor performance, renewals, and compliance.
• Collaborate with sales and technical teams to strengthen customer relationships and identify new opportunities.

Skills

IT program management

Agile / SAFe

ITSM / ITOM / ITAM

ITSM tool migration

ITIL

Tools

CSM module

Job description

• A leading cloud technology and digital transformation solutions provider with a rapidly expanding footprint in the UAE

Key Responsibilities:

• Manage large-scale outsourced IT development and transformation projects using Agile, Waterfall, or hybrid methodologies.
• Establish ITSM processes, drive productivity improvements, and oversee operational procedures and team planning.
• Serve as the primary point of contact for service quality, performance, and capacity planning aligned with customer growth needs.
• Monitor customer feedback to refine service delivery and ensure consistent quality.
• Lead project coordination, resolve issues, and manage internal/external resources and vendor relationships.
• Conduct regular operational and performance reviews (DSR, weekly, monthly) with service delivery teams.
• Oversee end-to-end service management, including contracts, vendor performance, renewals, and compliance.
• Collaborate with sales and technical teams to strengthen customer relationships and identify new opportunities.

Qualifications:

• 3-5 years in IT program/project management within an ITSM-focused organization.
• Hands-on experience in Agile/SAFe, ITSM/ITOM/ITAM practices, and ITSM tool migration (CSM module required).
• Knowledge of platform security, integrations, and testing phases (SIT, UAT, security testing).
• Familiar with ITIL and full SDLC in Agile/Scrum environments.
• Strong interpersonal skills, result-driven, and eager to learn emerging technologies (microservices, cloud-native solutions, data analytics).