Head of Service Management & Modern Workplace - Y FTC

Overview

A well established enterprise undergoing a broader transformation of its IT operating model. As part of this evolution, the organisation is formalising its Service Management and EUX capability and requires a senior leader to define, structure, and ope rationalise the function.

• The initial focus will be strategic, designing the Service Management framework, defining processes, and structuring how service operations function across the organisation. Over time, the role will also assume operational leadership for major service incidents and service quality across the environment.
• Define and establish the Service Management operating model in partnership with senior infrastructure leadership.
• Design and implement ITIL aligned processes across Incident, Problem, Service Request, and Service Desk functions.
• Establish clear governance frameworks covering service ownership, RACI models, escalation paths, and operational accountability.
• Lead the definition of the organisation's Modern Workplace and End User Experience service model.
• Formalise Problem Management practices to ensure root cause analysis, corrective actions, and continuous service improvement.
• Act as the central coordinator during major incidents (P1/P2), orchestrating technical teams and ensuring clear operational leadership.
• Ensure post incident reviews are conducted effectively and that agreed corrective actions are tracked and implemented.
• Work closely with third party vendors who will execute elements of the service model, ensuring processes are followed and service quality is maintained.
• Introduce structured service reporting, operational KPIs, and service performance visibility for leadership.
• Mature the organisation's service culture from reactive operational support to structured service ownership and accountability.

• Minimum 12-15 years of experience across IT Service Management, Service Operations, or End User Services within complex enterprise environments.
• Currently operating at Head of Service Management, or equivalent leadership level.
• Strong experience establishing or maturing ITIL aligned Service Management practices.
• Proven experience designing Service Management operating models and governance frameworks.
• Deep understanding of Incident Management, Problem Management, Service Desk operations, and End User Experience delivery.
• Experience leading major incident management processes and coordinating technical teams during critical outages.
• Experience working with outsourced or managed service vendors responsible for service execution.
• Ability to operate both strategically and operationally, defining frameworks while also stepping in to coordinate critical incidents when required.
• Strong stakeholder management capability and executive presence.
• Experience with in large enterprise environments is strongly preferred.
• Must be based/open to relocation to Dubai and comfortable working within a 12 month renewable contract structure.