Service Management Lead

Location: Abu Dhabi, UAE

Contract: 1-Year Renewable

Join a leading AI-powered analytics firm in Abu Dhabi, delivering cutting-edge GenAI solutions across public and private sectors. We're seeking a strategic leader to build and govern our enterprise IT service management framework, aligned with our ServiceNow rollout.

Position Overview

As Service Management Lead, you'll establish mature ITIL processes (Incident, Problem, Change, Service Requests) while ensuring ServiceNow automation follows disciplined governance. Beyond process design, you'll drive operational excellence, chair CAB meetings, and deliver data-driven service improvements across technical teams.

Key Responsibilities

Process & Framework Leadership:

• Design and deploy ITIL processes with RACI models, escalation paths, and service ownership.
• Develop service catalog taxonomy and lifecycle standards integrated with ServiceNow.

Change & Governance:

• Lead CAB operations, define change workflows, risk assessments, and success metrics.
• Coordinate cross-functional changes across cloud, network, and DevOps teams.

Performance & Reporting:

• Create SLA/KPI frameworks for incident resolution, change success, and service trends.
• Build executive dashboards and champion continuous improvement initiatives.

ServiceNow & Collaboration:

• Validate platform workflows against governance standards to avoid ad-hoc automation.
• Partner with service desk, engineering leads, and stakeholders for seamless adoption.

Requirements

• 8+ years in ITSM, with proven ITIL implementations and ServiceNow experience.
• Expertise in change management, SLA design, and multi-vendor environments.
• ITIL v3/v4 certification preferred.
• Strong leadership for CAB authority and stakeholder alignment.

Interested? Click Apply.