IT Service Manager

The IT Service Manager leads the delivery and continuous improvement of IT services across the organization. This role ensures that IT operations meet business needs, service levels are consistently achieved, and internal customer satisfaction is prioritized. The manager will oversee the service desk, drive ITIL-based process excellence, and foster a culture of proactive support and collaboration.Key Responsibilities Service Delivery Management Ensure consistent and high-quality delivery of IT services across all business units.Monitor service performance against SLAs and KPIs, and implement corrective actions as needed.Team Leadership and Development Lead and mentor the IT service team, fostering a high-performance culture.Set clear goals, provide regular feedback, and support professional development.Promote collaboration and accountability across service desk and support functions.Internal Customer Engagement Act as a key liaison between IT and business units, ensuring service alignment with user needs.Conduct regular stakeholder engagement sessions to gather feedback and identify improvement opportunities.Champion a customer-first mindset across the IT service organization.Incident and Problem Management Lead the resolution of major incidents and root cause analysis.Coordinate with technical teams to ensure timely and effective problem resolution.ITIL Process Ownership Own and evolve core ITIL processes including Incident, Problem, Change, and Service Request Management.Promote ITIL best practices and ensure process compliance across teams.Operational Reporting and Communication Provide regular reports on service performance, trends, and improvement initiatives.Communicate service updates and outages to stakeholders clearly and proactively.Continuous Improvement and Optimization Identify opportunities to enhance service delivery through process improvements and technology adoption.Lead initiatives to improve user satisfaction and operational efficiency.Qualifications/Requirements Bachelors degree in Information Technology, Computer Science, or a related field.ITIL Foundation certification required; ITIL Intermediate or Expert preferred.Minimum 5 years of experience in IT service management or operations.Proven experience in team leadership and stakeholder engagement.Strong communication, problem-solving, and customer service skills.Experience with service management tools (e.g., Zoho, Zendesk, Service Now, Jira Service Management).Arabic speaker preferred.Seniority level Seniority level Mid-Senior level Employment type Employment type Full-time Job function Job function Information Technology Referrals increase your chances of interviewing at Aldar Estates by 2x Sign in to set job alerts for “Information Technology Services Manager” roles.Abu Dhabi Emirate, United Arab Emirates 3 hours ago Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 5 months ago Abu Dhabi Emirate, United Arab Emirates 2 weeks ago Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 11 hours ago Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 6 hours ago Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 7 hours ago Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 4 months ago Abu Dhabi Emirate, United Arab Emirates 3 weeks ago Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 2 days ago Director of Training and Certification - Red Hat Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 1 month ago Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 1 month ago Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 1 month ago Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 1 month ago We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr