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Manager – Service Management

eMinds
Dubai, UAE
Full-time
Mid-Senior
Onsite
Discovered 3 days ago
ITIL frameworkITIL Foundation certificationProject managementProject management certification (PMP or equivalent)Team leadershipLAN/WAN networking

Full Job Posting

Role purpose

Bridges stakeholder relationships, structured project management, and strategic service delivery at TDRA.

Ensures services align with customer needs, manages end-to-end project lifecycles, and oversees day-to-day service performance.

Stakeholder and relationship management

  • Foster collaboration and shared objectives among internal and external stakeholders and TDRA.
  • Establish and optimize formal and informal communication flows; resolve disputes and address organizational tensions proactively.
  • Keep senior management informed of critical issues.
  • Organize cross-functional forums, working groups, roadshows, and training sessions to promote shared business practices.

Project management

  • Direct projects through initiating, planning, executing, monitoring and controlling, and closing.
  • Manage delivery across PMBOK knowledge areas: integration, scope, time, cost, quality, HR, communications, risk, and procurement.

Service management and strategy

  • Oversee daily service delivery and own issue resolution and contractual escalations.
  • Collect service data, conduct service reviews and customer satisfaction surveys, and assess performance metrics.
  • Align services with customer workloads, external trends, and TDRA business strategy.
  • Collaborate with Sales, Solution Architects, and Product Marketing on service improvements or additions.

Experience and technical requirements

  • 8–10 years of professional experience.
  • Proven track record managing technical staff in customer-facing service delivery roles.
  • Strong knowledge of LAN/WAN, MPLS networks, and network security design.
  • Solid understanding of operating systems, databases, and applications.
  • Deep ITIL expertise, especially incident management.

Required certifications and training

  • ITIL Foundation certification.
  • Project management certification, such as PMP or equivalent.
  • Management or team-lead training or certification.
  • Network-related training or certification.

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