Middle East IT Service Senior Manager
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Key skills for this role
About the Role
BCG seeks a Middle East IT Service Senior Manager to lead regional IT service delivery, manage senior stakeholder relationships, and drive automation and AI-enabled support. The role requires 8-12+ years in IT service management and experience in multi-site operations.
Key Skills for This Role
Responsibilities
- Serve as the primary point of contact for local business leadership across all Middle East offices as the face of Tech@BCG
- Actively manage senior stakeholder relationships, building trust with office leadership
- Capture, consolidate, and feed local business demand and feedback into the global IT organisation
- Own the senior escalation path for critical incidents and high impact service events
- Ensure regional capacity is managed in line with global and functional targets
- Build cost to serve visibility at office level to support data led conversations
- 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
- Embed AI assisted triage and resolution tooling into local support workflows
- Ensure secure fulfilment patterns are embedded in all service workflows
- Enforce compliance with device management, access control, and privileged support standards
- Minimise operational risk through disciplined change management and resilience practices
Requirements
- 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
- Readiness to travel occasionally across Middle East office locations
Full Job Posting
Who We Are
- The Middle East IT Service Manager is the face of Tech@BCG in a key market for BCG. Spanning Dubai, Riyadh, Doha, Abu Dhabi, and Kuwait, this role is not a back office function: it is the primary connection between a demanding regional business and the global IT organisation.
- The role sits at the intersection of the local business and the IT function. It owns regional IT service delivery end to end, manages senior stakeholder relationships, feeds office demand and business feedback into the IT organisation, and ensures that what is built and delivered globally actually w
What You'll Do
- 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. This is a direction of travel, not a one off project
- 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: if a human is handling it repeatedly, it should be automated
- Embed AI assisted triage and resolution tooling into local support workflows
- Maintain a live automation backlog and convert repeat demand into scalable workflows systematically
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 : you have changed how a function works, not just run it
- 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 : presence matters here
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