Project descriptionWe are hiring for projects in the Middle East. There are many opportunities in the region. Our team consists of application and technical support engineers, DevOps, developers.Responsibilities

• - Lead and oversee the delivery of IT services to a large client from Fin domain, ensuring the delivery of high-quality services, client satisfaction, and compliance with service level agreements (SLAs). - Collaborate closely with client stakeholders to understand their specific IT requirements, business objectives, and security compliance needs. - Develop and implement comprehensive IT service management strategies that align with the client\'s goals and adhere to internal/external guidelines and regulations. - Manage a team responsible for IT service delivery, including helpdesk support, infrastructure maintenance, application management, and data center operations. - Oversee the implementation and execution of ITIL best practices for incident management, problem resolution, change management, and service improvement. - Ensure effective communication between the service delivery team, cross-functional IT teams, and client representatives. - Monitor and report on key performance indicators (KPIs) to evaluate the effectiveness of IT service delivery, identify areas for improvement, and implement corrective actions as needed. - Collaborate with internal teams to manage and optimize data center operations, ensuring security, performance, and scalability. - Provide regular updates and reporting to client on the status of IT service delivery, SLAs, and improvement initiatives. Manage budgets and resource allocation for IT service delivery, including staffing, equipment, and tools. Stay informed about industry trends, emerging technologies, and federal regulations to continuously enhance IT service delivery strategies. Provide expert guidance to the federal client on IT service management, ITIL principles, and strategies for optimizing IT operations.

SKILLSMust have

• 1. Deep knowledge in ITSM: - Incident Management - Problem Management - Change Management - CMDB & Asset Management - Knowledge Management 2. Great experience in Managed Services projects for enterprise clients (preferable from Fin domain) 3. Good knowledge of local UAE labor market to make quick and successful hiring 4. Experience in pre-sales and New business/clients involvements 5. Good networking on the D-level (Directors, Department leads) within Middle East enterprise sector 6. Incredible communication and presentation skills

Nice to have- Bachelor\'s degree in Information Technology, Business Administration, or a related field. - 10 years of experience in IT service delivery management

Luxoft