Head of IT Operations & Service Delivery
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Key skills for this role
About the Role
Faze 3 Consulting is hiring a Head of IT Operations & Service Delivery for a leading Abu Dhabi holding group. The role oversees IT infrastructure, security, and service delivery, managing two integrated teams.
Key Skills for This Role
Responsibilities
- Develop and implement the operational strategy for IT infrastructure and services, including budgeting and resource planning
- Oversee the management, maintenance, and evolution of IT infrastructure: network, systems, storage, cloud, and remote site operational infrastructure
- Ensure the security and integrity of IT systems and data, working with the outsourced SOC to enforce security policies
- Own business continuity and disaster recovery planning, including regular testing
- Lead the Service Delivery function: ITIL based ITSM processes, service KPIs, and incident, problem, change, and request management
- Integrate the Infrastructure & Security and Service Delivery teams with shared goals and clear escalation paths
- Manage vendor relationships and performance across infrastructure, security, and service delivery contracts
- Drive continuous improvement, automation, and efficiency across IT operations
Requirements
- Bachelor's degree in Computer Science, Information Technology, or a related field
- Minimum 10 years of progressive experience in IT operations and service delivery
- Minimum 5 years in a senior leadership role managing both infrastructure and support/service delivery functions
- Practical experience implementing and managing IT services under ITSM/ITIL frameworks
- Experience managing outsourced IT services (e.g., SOC, NOC, or MSP)
- Strong stakeholder management, financial management, and communication skills
Full Job Posting
About the role
- Faze 3 Consulting is hiring on behalf of a leading Abu Dhabi based holding group. The Head of IT Operations & Service Delivery reports to the CIO and is responsible for the stable, secure, and efficient operation of all core IT infrastructure and the delivery of IT services across the organisation,
Key responsibilities
- Develop and implement the operational strategy for IT infrastructure and services, including budgeting and resource planning.
- Oversee the management, maintenance, and evolution of the IT infrastructure: network, systems, storage, cloud, and remote site operational infrastructure.
- Ensure the security and integrity of IT systems and data, working with the outsourced SOC to enforce security policies and improve security posture.
- Own business continuity and disaster recovery planning, including regular testing.
- Lead the Service Delivery function: ITIL based ITSM processes, service KPIs (resolution times, first call resolution, SLA adherence, user satisfaction), and incident, problem, change, and request management.
- Integrate the Infrastructure & Security and Service Delivery teams with shared goals and clear escalation paths.
- Manage vendor relationships and performance across infrastructure, security, and service delivery contracts.
- Drive continuous improvement, automation, and efficiency across IT operations.
Requirements
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Minimum 10 years of progressive experience in IT operations and service delivery.
- Minimum 5 years in a senior leadership role managing both infrastructure and support/service delivery functions.
- Practical experience implementing and managing IT services under ITSM/ITIL frameworks; ITIL certification preferred.
- Experience managing outsourced IT services (e.g., SOC, NOC, or MSP).
- Strong stakeholder management, financial management, and communication skills.
Preferred
- Experience in oil & gas, energy, utilities, maritime, logistics or other critical infrastructure sectors.
- Experience supporting offshore, remote, or field based operations.
- ITIL Managing Professional/Expert, ISO 20000, or ISO 27001 credentials.
Salary
- AED 45,000–53,000 per month
Additional information
- Visa sponsorship is provided; candidates willing to relocate to Abu Dhabi are welcome to apply.
- Immediate or short notice availability is preferred but not required.
- Shortlisted candidates will be invited to a 30 minute screening call with Faze 3 before client interviews.
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