Description

Job Overview

We are seeking a skilled Service Manager to oversee service delivery and ensure compliance with Service Level Agreements (SLAs) in Dubai. The ideal candidate will have significant experience in IT service management, a strong understanding of the ITIL framework, and the capability to maintain efficient operational processes within a dynamic environment.

Key Responsibilities

The Service Manager will be responsible for managing and monitoring the overall health of IT service operations. This includes owning the reporting process to provide clear visibility into service performance, maintaining the ITSM toolset, and updating relevant processes and run books. You will ensure that IT services meet agreed SLAs while driving continuous improvements aligned with organizational goals.

Required Skills and Qualifications

• 8 to 10 years of proven experience in IT service management roles.
• Certified ITIL Foundation is mandatory; ITIL Intermediate or Expert certifications are highly preferred.
• Strong knowledge of market-leading systems technology, including operating systems, databases, and applications.
• Experience with network infrastructure and management.
• Excellent interpersonal and communication skills to interact effectively with users, teams, and senior management.
• Ability to manage multiple priorities in a fast-paced setting, with strong problem escalation and resolution skills.
• A customer service-oriented mindset and capacity to handle change and conflict constructively.
• Experience managing service operations in a large enterprise environment, ideally for global events, is a distinct advantage.

Work Environment

The role demands proactive collaboration within cross-functional teams and requires a candidate capable of adapting quickly to shifting priorities and operational challenges. This position is based in Dubai but welcomes applicants outside the UAE who can join within four weeks.

How to Apply

If you meet the requirements and are ready to take on this challenging role, please submit your up-to-date CV in Word format to it@legacyemirates.com. We look forward to considering your application.