Lead Services Solution Consultant - Digital Ops

Opportunity

Customer advisory and solution development

• Advise customers on ITSM, ESM, ITOM and AI-driven service transformation; engage executives, service owners and architects on priorities, operating models and governance.
• Lead executive workshops, assessments and maturity evaluations; develop business cases and transformation roadmaps.
• Own Professional Services solution strategy and align customer outcomes with technically feasible, deliverable solutions.
• Position SMAX, AMX, UCMDB, Operations Orchestration, Operations Bridge, OPTIC and Aviator AI in end-to-end Digital Operations architectures.
• Shape solutions across ITSM, ESM, IT asset management, CMDB, discovery, service mapping, event management, observability, workflow automation, AIOps and generative AI.
• Develop approaches for SMAX on-premises-to-SaaS migrations, CMDB transformation, ITOM adoption, service catalog optimization and AI-powered service management.

Services sales and delivery coordination

• Partner with architecture, product management and practice teams on solution approaches, presentations, proofs of concept and strategic account reviews.
• Build territory and account services plans, qualify opportunities and develop account strategies.
• Lead service offering and proposal development, Statements of Work and value propositions, including solution design, effort estimation and risk assessment.
• Drive opportunities from discovery through proposal and contract closure; monitor pipeline and forecast services bookings and revenue.
• Ensure effective delivery handover, identify customer expansion opportunities and contribute to regional pipeline generation and strategic growth initiatives.
• Stay current on ITSM, ITOM, automation and AI trends, frameworks and competing solutions.

Qualifications and experience

• Bachelor’s degree in Computer Science, Information Technology, Engineering or equivalent.
• At least 10 years of Professional Services, consulting, solution architecture or presales experience focused on Digital Operations and IT transformation.
• Experience supporting large enterprise and public-sector transformation programs.
• Strong executive presence, communication, presentation and stakeholder management skills; able to develop business cases and value-driven roadmaps.
• Fluent English is required; Arabic proficiency is highly desirable.
• Hands-on experience with OpenText SMAX, AMX and UCMDB; good knowledge of OpenText ITOM solutions, discovery, service mapping and AIOps.
• Strong understanding of ITIL processes and service management; working knowledge of enterprise architecture, IT operating models, SaaS, cloud transformation and hybrid architectures.
• Understanding of consulting engagement economics, including effort estimation, revenue forecasting, margin management and utilization.
• Familiarity with ITIL, COBIT, IT4IT, ISO 20000 and enterprise architecture frameworks.

Preferred qualifications

• ITIL Foundation or higher certification and OpenText certifications in SMAX, UCMDB or ITOM technologies are preferred.
• Experience delivering multi-country consulting engagements in the Middle East is preferred.
• Experience with ServiceNow, BMC Helix, Ivanti, ManageEngine or Jira Service Management is preferred.
• Knowledge of AI, automation and enterprise service management trends is preferred.