indeed
ITSM Manager
CloudJune Technologies LLC
, UAE
Full Time
Manager
Onsite
AED 10,000/month / month
2 weeks ago
IT Service ManagementITILIncident ManagementChange ManagementService Desk OperationsMonitoring Tools
Free
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IT Service ManagementITILIncident Management
About the Role
CloudJune Technologies LLC is hiring an ITSM Manager to lead IT service operations, including service desk, incident management, change management, and field support. The role requires 8-12 years of IT service operations experience and ITIL v4 certification.
Key Skills for This Role
IT Service ManagementITILIncident ManagementChange ManagementService Desk OperationsMonitoring Tools
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, formal escalation paths, and structured executive communications
- Ensure mandatory Root Cause Analysis on all P1 and P2 incidents
- 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
- Ensure changes are presented with proper documentation, impact assessment, and rollback plans
- Enforce multi party approvals and structured change governance
- Lead 24/7 service desk operations and regional field support
- Build a comprehensive knowledge base and design self service capabilities
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
- Hands on experience with enterprise ITSM platforms
- Strong experience with monitoring and observability tooling
- Bachelor's degree in Computer Science, Information Technology, Engineering, or related field
- ITIL v4 Foundation certification
- Excellent written and spoken English
Full Job Posting
About the Role
- 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 to how the business experiences IT.
Key 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, formal escalation paths, named incident commanders, bridge protocols, and structured 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 the Change Advisory Board (CAB) and Technical Advisory Board (TAB).
- Ensure changes are presented by business or application owners with proper documentation, impact assessment, and rollback plans.
- Enforce multi party approvals and structured change governance.
- Lead 24/7 service desk operations and regional field support.
- Ensure consistent standards, tooling, and service quality across all locations.
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.
- Strong experience with monitoring and observability tooling.
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
- ITIL v4 Foundation certification (Managing Professional preferred).
- Excellent written and spoken English.
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