ITSM Manager
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Key skills for this role
About the Role
CloudJune Technologies LLC is hiring an ITSM Manager to lead IT service operations, including service desk, incident management, change management, and field support. The role requires 8-12 years of IT service operations experience and ITIL v4 certification.
Key Skills for This Role
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About The Role
The Manager, IT Service Operations owns the operational backbone of the Infrastructure & Cybersecurity function.
This role leads service desk operations, incident management, change management, monitoring, and field support across the organisation.
It is a hands-on leadership role focused on professionalising operations, embedding ITIL discipline, and bringing measurable improvement to how the business experiences IT.
Key Responsibilities
- *IT Service Management*
- Own the end-to-end ITSM framework, ensuring consistent service delivery across all locations
- Establish a clear L1/L2 service model with structured ticket routing
- Drive continual service improvement using data, metrics, and feedback loops
- *Incident Management*
- Own the Major Incident Management process, formal escalation paths, named incident commanders, bridge protocols, and structured executive communications
- Ensure mandatory Root Cause Analysis on all P1 and P2 incidents within agreed timeframes
- Establish ticket priority discipline and bring P1 volumes to industry norms
- Drive proactive incident detection through monitoring
- *Change Management*
- Own the ITIL-aligned change management process, including the Change Advisory Board (CAB) and Technical Advisory Board (TAB)
- Ensure changes are presented by business or application owners with proper documentation, impact assessment, and rollback plans
- Enforce multi-party approvals and structured change governance
*Service Desk & Field Support*
- Lead 24/7 service desk operations and regional field support
- Ensure consistent standards, tooling, and service quality across all locations
- Build a comprehensive knowledge base capturing institutional knowledge
- Design and launch self-service capabilities to reduce ticket volume
*Monitoring & Operational Visibility*
- Centralise monitoring and alerting under a single team
- Build and maintain operational dashboards for leadership visibility
- Establish weekly operational reporting cadence with consistent KPIs (SLA, MTTR, incident counts, change success rates)
- *Team Leadership*
- Lead a team across service desk, field support, and operations
- Build a culture of professionalism, accountability, and service excellence
- Coach, develop, and grow team members through certification and clear growth paths
Required Experience & Qualifications
- *Essential*
- 8–12 years of progressive experience in IT service operations, ITSM, or IT infrastructure operations
- At least 3–5 years leading service desk, operations, or ITSM teams
- Demonstrated experience implementing or maturing ITIL-aligned practices, particularly incident, change, and problem management
- Hands-on experience with enterprise ITSM platforms
- Strong experience with monitoring and observability tooling
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field
- ITIL v4 Foundation certification (Managing Professional preferred)
- Excellent written and spoken English
- Pay: AED10,000.00 - AED12,000.00 per month
Education
- Bachelor's (Preferred)
Experience
- leading service desk, operations, or ITSM teams: 5 years (Required)
- IT service operations, ITSM, or IT infrastructure operations: 8 years (Required)
- Incident Management: 5 years (Required)
- Change Management: 5 years (Required)
License And Certification
- ITIL v4 Foundation certification (Required)
Location
- Dubai (Required)
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