- Location
- Dubai, Dubai, United Arab Emirates · published
- Type
- Full-time
- Department
- Transportation
- Seniority
- Manager
- Source
- Workable
Description
Key Responsibilities
- Manage end-to-end delivery of IT managed services in accordance with contractual SLAs and KPIs.
- Monitor service performance, availability, incident resolution, and customer satisfaction.
- Manage incident, problem, and change management processes in an ITIL-aligned environment.
- Handle escalations, root cause analysis (RCA), and corrective action plans.
- Prepare monthly and quarterly service performance reports and SLA dashboards.
- Conduct regular service review meetings with stakeholders.
- Coordinate with technical teams and third-party vendors to ensure timely service delivery.
- Manage risks, service issues, and continuous service improvement initiatives.
- Coordinate change control approvals for system upgrades, patches, and service changes.
- Maintain accurate service documentation and ensure compliance with agreed standards.