Head Of IT Operations, Security & Service Management

Head Of IT Operations, Security & Service Management

Born from the vision to elevate Dubai's global prominence, Wasl was founded on May 25, 2008, with the mission to transform the city into an even more captivating destination for residents, businesses, and visitors alike. Created from the union of the Dubai Development Board and Real Estate Department, Wasl embarked on a journey of seamless integration. This strategic merger not only streamlined operations but also empowered our team with enhanced expertise, enabling us to adopt dynamic, market‑driven investment strategies.

Today, Wasl stands tall as a cornerstone of Dubai's real estate landscape. As one of the city's largest and most diversified real estate management companies, we proudly oversee an expansive portfolio of landmark assets, entrusted to us by DREC and other esteemed partners.

Position Title: Head – Operations, Security & Service Management

Reports To: Director – Information Technology

Department: Information Technology

The Head – Operations, Security & Service Management provides strategic leadership and governance across IT operations, infrastructure, security, development delivery, and managed services. The role is responsible for ensuring the availability, performance, and security of the organization's IT platforms across hybrid environments including on‑premise and cloud infrastructure.

The position oversees end‑to‑end managed services governance, infrastructure operations, Dev Ops practices, and application development demand management, ensuring that all services are delivered in alignment with business objectives, enterprise architecture standards, and operational excellence frameworks.

This role also ensures that application development activities follow a structured Software Development Life Cycle (SDLC) and that development, infrastructure, and operations teams work in close alignment to support reliable and scalable digital services.

The position acts as a key advisor to the Director of IT on operational strategy, service performance, cybersecurity posture, and technology optimization initiatives.

Number of Staff Supervised: Direct Reports:
As defined by IT Organizational Structure;
Total Reports:
Inclusive of internal teams, managed service providers, and functional technical leads

Scope includes oversight of:

• Infrastructure & Cloud Platforms
• Service Desk & End-User Services
• Managed Services Operations
• IT Security Operations
• Application Operations & Development Oversight
• Dev Ops and Release Management

• Develop and execute the IT operations and infrastructure strategy aligned with organizational digital and business objectives.
• Establish operational governance frameworks to ensure high availability, reliability, scalability, and security across all technology platforms.
• Drive operational excellence by implementing industry best practices across ITIL, Dev Ops, and infrastructure management frameworks.
• Align IT operations with enterprise architecture, digital transformation initiatives, and evolving business needs.

• Oversee day‑to‑day IT infrastructure and platform operations, including servers, storage, networks, cloud environments, and enterprise platforms.
• Ensure that IT systems meet defined availability, performance, scalability, and disaster recovery targets.
• Lead the management of hybrid IT environments, including on‑premise data centers and public/private cloud platforms.
• Develop and maintain disaster recovery and business continuity strategies to ensure resilience of critical systems.

• Own the end‑to‑end governance of managed IT services, ensuring vendors meet contractual obligations, service level agreements (SLAs), and operational performance targets.
• Establish a strong managed services governance model, including performance monitoring, service reviews, escalation mechanisms, and continuous improvement initiatives.
• Act as the primary escalation authority for managed service performance issues, ensuring service stability and accountability.
• Le…