ITSM Manager
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About the Role
Job Role - IT Service Operations Manager Location - Dubai, UAE About the Role The Manager, IT Service Operations owns the operational backbone of the Infrastructure & Cybersecur.
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.
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 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
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