Senior IT Support and Service Delivery
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Key skills for this role
Role Overview
The employer is seeking a Senior IT Support and Service Delivery professional for a client in Dubai.
The role oversees IT service delivery, application support operations, software license governance, vendor coordination, and service excellence.
The position sits within the Information Technology Department and reports to the IT Manager.
Key Skills for This Role
Full Job Posting
Role Overview
The employer is seeking a Senior IT Support and Service Delivery professional for a client in Dubai.
The role oversees IT service delivery, application support operations, software license governance, vendor coordination, and service excellence.
The position sits within the Information Technology Department and reports to the IT Manager.
Contract
- The role is a 12-month renewable contract.
Key Responsibilities
- Oversee end-user application support, incident management, service requests, and operational issue resolution.
- Manage vendors, application owners, and shared IT teams to ensure reliable service delivery.
- Monitor vendor performance and drive continuous service improvements.
- Analyze ITSM metrics to identify trends, process improvements, and automation opportunities.
- Manage software license allocation, renewals, compliance, optimization, and cost control.
- Conduct access reviews, license utilization assessments, and compliance reporting.
- Support IT budgeting, software renewals, vendor negotiations, and cost forecasting.
- Coordinate IT projects, service reviews, governance activities, and audit requirements.
- Maintain service documentation, operational procedures, and knowledge management resources.
- Lead the IT Service Excellence function and ensure SLAs are achieved.
Knowledge, Skills and Experience
- Bachelor's degree in Information Technology, Computer Science, Business Information Systems, Engineering, or a related discipline.
- Proven corporate experience in IT Service Delivery, Application Support, or IT Operations.
- Strong understanding of ITIL service management principles, including Incident, Request, Change, and Problem Management.
- Experience with software licensing, license compliance, renewals, and software asset governance.
- Hands-on experience with ITSM platforms such as ServiceNow or ManageEngine.
- Experience managing vendors, service providers, and cross-functional IT stakeholders.
- Strong analytical skills involving service metrics, license utilization reports, and operational KPIs.
- Experience with IT budgeting, vendor renewals, procurement coordination, and cost optimization.
- Excellent communication, stakeholder management, and customer service skills.
Preferred Qualifications
- ITIL Foundation certification is highly preferred.
- Experience in large enterprise organizations or the real estate, engineering, construction, or development sectors is advantageous.
- Knowledge of Power BI, Excel, or similar reporting tools is preferred.
Workplace
- The role is based in Dubai, United Arab Emirates, and source metadata identifies the workplace as onsite.
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