Middle East IT Service Senior Manager

Who We Are

What You'll Do

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.
• 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.

Responsibilities

• Serve as the primary point of contact for local business leadership across all Middle East offices as 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.
• 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.
• 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.
• Embed AI-assisted triage and resolution tooling into local support workflows.
• Maintain a live automation backlog and convert repeat demand into scalable workflows systematically.