You will be responsible for managing and delivering services for complex systems or platforms, with a focus on user satisfaction and continuous improvement.

• Ensure services meet SLAs and manage the resolution of incidents and problems.
• Coordinate with support teams to prioritise and resolve issues promptly, implementing measures to prevent recurrences.
• Maintain and enhance IT incident and problem processes, managing major issue resolution with internal and external teams.
• Drive continuous improvement by analysing service performance, identifying enhancement areas, and implementing initiatives.
• Coordinate change and release management activities, ensuring changes are planned, tested, and implemented without disrupting services.
• Develop service reporting mechanisms, tracking performance through key metrics, SLA compliance, and customer satisfaction reports.

Exciting role with a top tier entity in Abu Dhabi|Must have experience prior experience delivery service.

• Bachelor\'s degree in a relevant field such as Computer Science, Information Technology, or Business Administration, with ITIL certification.
• Proven experience as a service analyst in digital or IT services, with a focus on user satisfaction and continuous improvement.
• Experience with ITSM tools, particularly ServiceNow, and managing complex systems or platforms.
• Strong knowledge of IT service management principles and frameworks, such as ITIL, and familiarity with service desk, incident, problem, and change management processes.
• Excellent organisational, time management, communication, and interpersonal skills for engaging stakeholders and managing expectations.
• Analytical and problem-solving abilities to identify root causes of service issues, handle critical incidents calmly, and drive effective resolutions.
• Knowledge of service reporting and metrics to assess and communicate service performance, with a strong customer focus and a continuous learning mindset.

A large, exciting business going through a ServiceNow transformation.Opportunity to be part of a transformation project.

Michael Page