Manager – Service Management
Confidential Employer
Job Overview
Location
United Arab Emirates
Employment Type
Full-Time
Work Arrangement
On-site
Sector
Information Technology & Software
Experience Level
Senior (5-8 years)
Application Deadline
July 1, 2026
About the Company
We are a forward-thinking organization committed to delivering excellence and outstanding customer experiences within the telecommunications and IT sectors.
Our team thrives on innovation, collaboration, and a shared dedication to providing top-tier service management solutions.
We foster a culture that values continuous improvement and empowers our employees to achieve their full potential.
Job Description
We are seeking an experienced Manager for Service Management to join our team, with opportunities in both Abu Dhabi and Dubai.
This pivotal role requires a strategic leader to oversee service delivery, ensure operational excellence, and drive customer satisfaction within the telecommunications or IT industry.
You will be responsible for managing key service management processes, leading a high-performing team, and fostering strong stakeholder relationships.
This is a full-time, on-site position for individuals passionate about delivering exceptional IT services.
To apply for this role, click the Apply button on this page and follow the instructions.
Required Skills
Key Responsibilities
- Lead and manage the Service Management function.
- Oversee Technical Customer Care, Service Management, and Service Delivery.
- Implement and manage Incident, Problem, and Change Management processes.
- Ensure adherence to Service Level Agreements (SLAs) and conduct service reviews.
- Manage stakeholder and vendor relationships effectively.
- Handle customer escalations and drive Continual Service Improvement (CSI).
- Lead and develop the service management team, fostering operational excellence.
- Develop and manage service portfolios and demand.
- Create and present performance reports and manage KPIs.
Qualifications
- Bachelor's Degree in Engineering or IT.
- CCNA Certification.
- PMP Certification.
- ITIL V3 Foundation.
- ITIL OSA (Operational Support & Analysis).
- 5-6 years of experience in Technical Customer Care, Service Management, or Service Delivery in the Telecommunications or IT industry.
- Strong skills in Customer Relationship Management.
- Proficiency in Incident, Problem, and Change Management.
- Experience with SLA Management and Service Reviews.
- Skills in Stakeholder and Vendor Management.
- Experience in handling Customer Escalations.
- Knowledge of Continual Service Improvement (CSI).
- Understanding of Service Portfolio & Demand Management.
- Proven Team Leadership and Operational Excellence.
Join Our Communities
The telecommunications and IT services sector in the UAE is a cornerstone of its digital transformation, characterized by rapid technological advancements and a high demand for robust service delivery. This Managerial role is critical for ensuring operational excellence and customer satisfaction within this dynamic industry. Key technical areas include ITIL frameworks (Incident, Problem, Change Management), Service Level Agreements (SLAs), and stakeholder management. The impact of this position is significant, directly influencing client retention, service quality, and the overall reputation of the organization in a competitive market.
Posted Date
June 17, 2026
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