Middle East IT Service Senior Manager

Who We Are

What You'll Do

1. Stakeholder Relationships & Business Partnering

• Serve as the primary point of contact for local business leadership across all Middle East offices 2014 the face of Tech@BCG in the region
• Actively manage senior stakeholder relationships, building trust with office leadership and ensuring IT is seen as a partner, not a utility
• Capture, consolidate, and feed local business demand and feedback into the global IT organisation and translating office needs into inputs the IT function can act on
• Own the senior escalation path for critical incidents and high-impact service events, and maintain playbooks for executive support and key office moments

2. Capacity & Financial Management

• Ensure regional capacity is managed in line with global and functional targets, escalating deviations and translating business demand into resourcing inputs for the IT organisation
• Build cost-to-serve visibility at office level to support data-led conversations with both local leadership and global IT
• Challenge and reduce local service deviations where demand doesn’t justify them
• Drive the shift from human-touch support to automation and self-service. This is a direction of travel, not a one-off project

3. Automation & AI-Enabled Support

• Set and own targets for no-contact and low-contact resolution rates across the region
• Build out self-service capabilities for high-frequency, routine requests: if a human is handling it repeatedly, it should be automated
• Embed AI-assisted triage and resolution tooling into local support workflows
• Maintain a live automation backlog and convert repeat demand into scalable workflows systematically
• Improve ticket and knowledge quality to cut engineering escalations and break the cycle of recurring incidents

4. Security, Compliance & Resilience

• Ensure secure fulfilment patterns are embedded in all service workflows, not treated as a separate workstream
• Enforce compliance with device management, access control, and privileged support standards
• Minimise operational risk through disciplined change management and resilience practices
• Partner closely with ISRM: regional security posture is a shared responsibility and I expect you to own your side of it

Who I’M Looking For

• The profile that works in this role is someone who is equally at home in a detailed ops review and a conversation with a Managing Director.
• You don’t need to be told to check the numbers.
• You already have.
• You hold vendors accountable without drama.
• You know when to escalate and when to solve it yourself.
• More specifically, you bring:
• A track record of leading multi-country or multi-site IT service operations, at pace and under pressure
• The ability to hold cost discipline and premium experience protection in tension, without sacrificing either
• Demonstrated success driving automation adoption and self-service at scale, not just piloting it
• Strong vendor governance instincts: you set clear expectations, track them rigorously, and act when they are missed
• A data-first approach: you use metrics to manage and decide, not just to report upwards
• The credibility and confidence to challenge senior office leadership when the service or the data calls for it
• Composure and adaptability in environments where priorities shift and the bar is always high

What You'll Bring

• 8–12+ years in IT Service Management, Digital Workplace, or End-User Computing leadership
• Proven experience running multi-site or regional service delivery across geographically dispersed teams
• Background in service transformation or operating model redesign : you have changed how a function works, not just run it
• Hands-on familiarity with AI-enabled / automated support tooling and modern ESM platforms
• Strong grounding in financial management, capacity planning, and cost-to-serve modelling
• Vendor management and contract governance experience in a contracted or hybrid delivery model
• Fluent English; Arabic proficiency is a genuine advantage in this region
• Readiness to travel occasionally across Middle East office locations : presence matters here
• Boston Consulting Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity / expression, national origin, disability, protected veteran status, or any other characteristic protected under national, provincial, or local law, where applicable, and those with criminal histories will be considered in a manner consistent with applicable state and local laws.