IT Service Operations Manager
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Key skills for this role
About the Role
Staff Connect UAE is seeking an IT Service Operations Manager to own the operational backbone of the Infrastructure & Cybersecurity function. The role leads service desk operations, incident management, change management, monitoring, and field support.
Key Skills for This Role
Responsibilities
- 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
- Own the Major Incident Management process, including escalation paths, incident commanders, bridge protocols, and 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
- Own the ITIL aligned change management process, including CAB and TAB
- Lead 24/7 service desk operations and regional field support
- Build a comprehensive knowledge base and design self service capabilities
- Centralise monitoring and alerting under a single team and build operational dashboards
- Lead a team across service desk, field support, and operations, building a culture of professionalism and accountability
Requirements
- 8–12 years of progressive experience in IT service operations, ITSM, or IT infrastructure operations
- At least 3–5 years leading service desk, operations, or ITSM teams
- Demonstrated experience implementing or maturing ITIL aligned practices, particularly incident, change, and problem management
- Hands on experience with enterprise ITSM platforms
- Experience with any MNC is mandatory
- Strong experience with monitoring and observability tooling
- Bachelor's degree in Computer Science, Information Technology, Engineering, or related field
- ITIL v4 Foundation certification (Managing Professional preferred)
- Excellent written and spoken English
Full Job Posting
Role Overview
- 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.
Key Responsibilities
- IT Service Management: Own the end to end ITSM framework, establish L1/L2 service model, drive continual service improvement.
- Incident Management: Own Major Incident Management process, ensure RCA on P1/P2 incidents, establish ticket priority discipline, drive proactive detection.
- Change Management: Own ITIL aligned change management process, including CAB and TAB, enforce structured change governance.
- Service Desk & Field Support: Lead 24/7 service desk operations and regional field support, build knowledge base, design self service capabilities.
- Monitoring & Operational Visibility: Centralise monitoring and alerting, build operational dashboards, establish weekly reporting cadence.
- Team Leadership: Lead a team across service desk, field support, and operations, build culture of professionalism and accountability, coach and develop team members.
Required Experience & Qualifications
- 8–12 years of progressive experience in IT service operations, ITSM, or IT infrastructure operations.
- At least 3–5 years leading service desk, operations, or ITSM teams.
- Demonstrated experience implementing or maturing ITIL aligned practices, particularly incident, change, and problem management.
- Hands on experience with enterprise ITSM platforms.
- Experience with any MNC is mandatory.
- Strong experience with monitoring and observability tooling.
- Bachelor's degree in Computer Science, Information Technology, Engineering, or related field.
- ITIL v4 Foundation certification (Managing Professional preferred).
- Excellent written and spoken English.
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