About Our Client:

• A leading cloud technology and digital transformation solutions provider with a rapidly expanding footprint in the UAE

Role: Project Manager (IT Service Management & Transformation)

Key Responsibilities:

• Manage large-scale outsourced IT development and transformation projects using Agile, Waterfall, or hybrid methodologies.
• Establish ITSM processes, drive productivity improvements, and oversee operational procedures and team planning.
• Serve as the primary point of contact for service quality, performance, and capacity planning aligned with customer growth needs.
• Monitor customer feedback to refine service delivery and ensure consistent quality.
• Lead project coordination, resolve issues, and manage internal/external resources and vendor relationships.
• Conduct regular operational and performance reviews (DSR, weekly, monthly) with service delivery teams.
• Oversee end-to-end service management, including contracts, vendor performance, renewals, and compliance.
• Collaborate with sales and technical teams to strengthen customer relationships and identify new opportunities.

Qualifications:

• 3-5 years in IT program/project management within an ITSM-focused organization.
• Hands-on experience in Agile/SAFe, ITSM/ITOM/ITAM practices, and ITSM tool migration (CSM module required).
• Knowledge of platform security, integrations, and testing phases (SIT, UAT, security testing).
• Familiar with ITIL and full SDLC in Agile/Scrum environments.
• Strong interpersonal skills, result-driven, and eager to learn emerging technologies (microservices, cloud-native solutions, data analytics).