Lead Service Management & Continuous Service Improvement
Majid Al Futtaim
Employer Active
Posted 8 hrs ago
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Experience
8 - 10 Years
Job Location
Education
Bachelor of Science(Computers)
Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
Key Responsibilities
- Design, implement, and maintain robust IT service management frameworks in line with ITIL or similar industry standards.
- Oversee key ITSM processes such as incident, problem, change, and release management to ensure operational continuity.
- Lead the Continuous Service Improvement (CSI) function by identifying and executing improvement initiatives across IT operations.
- Develop and track KPIs to measure service performance, prepare reports, and deliver insights for data-driven decision-making.
- Collaborate with cross-functional teams to align IT services with business objectives and ensure customer satisfaction.
- Act as a senior escalation point for high-impact incidents, ensuring timely communication, root cause analysis, and resolution.
- Manage and mentor the ITSM and CSI team, promoting best practices, accountability, and a proactive service culture.
- Conduct governance reviews, maintain documentation, and ensure adherence to compliance standards.
- Work closely with DevOps and infrastructure teams to align service delivery with agile and automation principles.
- Continuously assess ITSM tools, recommending improvements or new solutions to enhance efficiency and transparency.
Desired Candidate Profile
Bachelor s degree in IT, Computer Science, or Business Administration (Master s preferred).
- Minimum 8 10 years of experience in IT service management, including 3+ years in a leadership role.
- ITIL v4 certification (Managing Professional or Strategic Leader) required.
- Experience with ITSM platforms such as ServiceNow, BMC Remedy, Jira, or Freshworks.
- Additional certifications in Lean, Six Sigma, or Continuous Improvement preferred.
- Strong understanding of DevOps principles and automation frameworks.
- Proven ability to lead process transformation and implement measurable performance improvements.
- Excellent analytical, communication, and stakeholder management skills.
- Track record of managing service governance, audit readiness, and cross-functional collaboration.
Company Industry
Department / Functional Area
Keywords
- Lead Service Management & Continuous Service Improvement
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Majid Al Futtaim
Majid Al Futtaim Global Solutions provides shared technology, finance, and business services across the MAF Group s diverse portfolio. The division supports the Group s vision of becoming a digitally enabled and sustainable enterprise through robust IT service management, process innovation, and data-driven excellence.