Manager- Digital Services Operation & Support | UAE Nationals Only
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Key skills for this role
About the Role
**Job Purpose** To lead and manage the **operation, maintenance, and enhancement** of digital services across the organization, including **smart applications** , **digital channels** , **self\-service devices** , and **artificial intelligence platforms** , ensuring high service availability, business continuity, user satisfaction, and alignment with Dubai’s digital transformation vision. **Key Responsibilities** * Ensure seamless **operation and s
Key Skills for This Role
Full Job Posting
Job Purpose
To lead and manage the
operation, maintenance, and enhancement
of digital services across the organization, including
smart applications
,
digital channels
,
self-service devices
, and
artificial intelligence platforms
, ensuring high service availability, business continuity, user satisfaction, and alignment with Dubai’s digital transformation vision.
Key Responsibilities
- Ensure seamless
- operation and support
- for digital services, smart apps, e-services, AI and data science environments
- Manage and monitor
Service Level Agreements (Slas)
using measurable
Kpis
- across suppliers and sectors
- Oversee
- digital asset management
- , including licenses, access rights, and usage optimization
- Lead
- incident and request management
- for smart services, e-payment, messaging and customer-facing platforms
- Coordinate and deliver
- training and enablement
- to call centers and internal stakeholders
- Prepare, manage and track
- annual section budgets
- and associated resources
- Ensure full adherence to
- information security
- , governance frameworks and technical standards
- Conduct operational
- risk assessments
- and support business continuity and emergency planning
- Build strong internal/external partnerships to strengthen service delivery performance
- Drive
- service improvement initiatives
- aligned to operational and strategic goals
Requirements
- Bachelor’s degree in
Information Technology, Computer Science or Computer Engineering
- Minimum
- 11 years’ experience
- in digital support operations
- Strong background in
Itil
- ,
- service management
- ,
- vendor management
- , and
- service desk leadership
- Demonstrated
- leadership
- capability and stakeholder engagement experience
- Skilled in
- project coordination
- , planning, and service enhancement activities
- Knowledge of
Iso20000
and
ITIL certification
preferred
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