Head of IT Operations & Service Delivery

Overview

Faze 3 Consulting is hiring a Head of Operations & Service Delivery for a leading Abu Dhabi-headquartered holding group. This is a direct permanent appointment reporting to the CIO, leading the Run side of the IT organisation across office-based and remote field operations. The group is investing significantly in its digital and AI agenda. Your mandate is the other half of that story – keeping everything stable, secure and performing while the organization transforms around it.

• Operational strategy for the Run environment stability, efficiency and security aligned to the IT strategy, including planning and budgeting for both functions.
• Manage the infrastructure estate end‑to‑end: network, systems, storage, cloud and remote‑site operational infrastructure.
• Maintain security posture in partnership with the outsourced SOC, policy enforcement, risk mitigation and continuous hardening.
• Business continuity and disaster recovery, including regular testing.
• Service delivery excellence: ITSM processes, service KPIs and SLA adherence, incident, problem, change management and a knowledge base that actually gets used.
• Integrate the Infrastructure & Security and Service Delivery teams, shared goals, clear escalation paths and no silos.
• Vendor relationships across infrastructure, security and service delivery performance, value and contract adherence.
• Create a culture of continuous improvement, automation, efficiency and measurable service quality gains.

• Bachelor’s degree in Computer Science, IT or a related field.
• 10+ years of progressive IT operations and service delivery experience, including 5+ years in senior leadership managing both infrastructure and support functions.
• Practical experience implementing and managing IT services under ITSM/ITIL frameworks (certification preferred).
• Track record of building and leading high‑performing infrastructure and service delivery teams.
• Experience managing outsourced services (SOC, NOC or MSP).
• Strong financial management, stakeholder management and escalation‑handling skills.

• IT operations leadership in oil & gas, utilities, maritime or another critical‑infrastructure environment, especially supporting offshore, remote or field‑based operations.
• ITIL Managing Professional/Expert, ISO 20000 or ISO 27001 credentials.
• OT/IT convergence exposure.