Manager Service Manager

Your tasks

We are seeking an experienced manager/service manager to lead our IT service management and service delivery operations in the United Arab Emirates. In this role, you will oversee end-to-end service lifecycles, drive customer success, and ensure alignment with business objectives through effective project management and adherence to industry best practices.

• Oversee the end-to-end IT service management lifecycle in accordance with ITIL best practices
• Manage and coordinate service delivery teams to ensure SLA compliance and achievement of performance metrics
• Lead cross-functional projects to optimize service efficiency and enhance customer satisfaction
• Serve as the primary point of contact for key customers, ensuring proactive communication and timely issue resolution
• Implement and maintain service management processes, tools, and documentation
• Monitor and report on service delivery KPIs, identifying areas for continuous improvement
• Collaborate with technical network and infrastructure teams leveraging CCNA expertise to address service requirements
• Drive continuous improvement initiatives and foster a customer-centric culture across the organization

Requirements

Required qualifications

• Bachelor’s degree in Computer Science, IT, Business Administration, or a related field
• 6–10 years of experience in IT service management, service delivery, or customer success roles
• PMP certification (technical)
• ITIL Foundation certification (technical)
• CCNA certification (technical)
• Proven project management skills in non-technical environments
• Demonstrated success in customer success management and stakeholder engagement
• Excellent communication, leadership, and problem-solving abilities

Preferred qualifications

• ITIL Intermediate or Expert certification (technical)
• PMI-ACP or other advanced PMP certifications (technical)
• Experience with service management platforms such as ServiceNow or BMC Remedy
• Working knowledge of UAE/regional IT compliance and data protection regulations
• Advanced degree (MBA or Master’s in IT)
• Proficiency in Arabic language

Other

Position details · Location: United Arab Emirates · Industry: Information Technology (IT) / Software Experience required: 6+ years