Senior Manager - Global IT Operations Manager

Senior Manager - Global IT Operations Manager

Senior Manager – Global IT Operations Manager – Contract – Business unit:
Corporate Services

Masdar (Abu Dhabi Future Energy Company) is a global clean energy leader, established in 2006, transforming how the world produces and consumes energy through bold innovation and commercial excellence. Masdar is a clean energy investor, developer and operator, advancing renewable energy projects across key markets and technologies, with a global project portfolio capacity to date of over 65 gigawatts (GW).

Jointly owned by TAQA, ADNOC and Mubadala
, Masdar is driving the scale‑up of renewables worldwide, targeting a portfolio capacity of 100GW by 2030.

Role:
Orchestrate and scale a modern, product‑driven IT operations function across cloud, infrastructure, digital workplace, service management, and enterprise platforms – retaining full internal accountability for service outcomes, platform governance, and transformation execution within a lean internal structure and a highly outsourced, multi‑vendor delivery model.

• Lead and align multiple IT operational domains: cloud platforms and Fin Ops; infrastructure, network and digital workplace; IT service delivery and automation; and the Service Now enterprise workflow platform.
• Ensure all domains operate as integrated products, not siloed services, with end‑to‑end accountability for service performance and user experience.
• Translate enterprise strategy into coordinated operational execution across domains.
• Establish and chair a weekly IT Operations Governance Forum, bringing together all domain leads to review SLA performance, escalation of cross‑domain issues, alignment on roadmap dependencies, and cascade of priorities.
• Own the IT Operations Service Catalogue, a published, versioned inventory of all IT services, their owners, SLAs, costs, and dependencies, maintained and reviewed quarterly with the domain lead.
• Institutionalise a “platform‑as‑a‑product” operating model and establish governance for roadmaps, prioritisation, backlog management, delivery cadence, and value‑realisation tracking.
• Align all operational platforms (cloud, infrastructure, Service Now, workplace) into a cohesive ecosystem.
• Enforce a standardisation‑first approach with minimal customisation and technical‑debt discipline.
• Define and own a Platform Governance Framework covering platform requests, customisation exceptions, retirements, vendor‑introduced changes and approval processes.
• Lead a global ecosystem of managed service providers and system integrators, shifting delivery from resource‑based to outcome‑based accountability.
• Define and enforce SLA / KPI frameworks linked to business outcomes, and architecture and governance compliance.
• Drive vendor performance through executive governance forums and performance reviews, delivering measurable improvements in cost efficiency (per user, per workload), service quality, and delivery predictability.
• Own global IT operations performance across availability, resilience, and service continuity; service quality (SLA, CSAT, responsiveness); and cloud and operational cost efficiency.
• Establish integrated executive dashboards across Service Now metrics, infrastructure and network health, and cloud consumption / Fin Ops.
• Define and lead an automation‑first IT operations strategy across Service Now workflows and virtual agents, service‑desk automation and self‑service, and infrastructure automation (IaC, policy‑driven provisioning).
• Own the integrated 3‑year IT operations transformation roadmap across all domains (stabilise & standardise – optimise & automate – AI‑enable & transform).
• Manage cross‑domain dependencies and execution risks; act as the central execution authority for all IT operations initiatives.
• Ensure IT operations platforms support industrial and OT‑integrated environments, enabling secure IT/OT data integration and scalable infrastructure for industrial IoT and smart assets.
• Embed Zero Trust architecture principles and OT security and segmentation models.

• Bachelor’s or master’s degree in IT, Engineering, or a related field.
• ITIL v4 (Managing Professional or…