Lead Service Management & Continuous Service Improvement

Majid Al Futtaim

Position Overview
Majid Al Futtaim Global Solutions is hiring a Service Management & Continuous Service Improvement Lead to drive excellence in IT service delivery and process optimization. The role is responsible for implementing ITIL-aligned service management frameworks, improving operational efficiency, and ensuring seamless technology support across all business units. This position combines leadership, technical insight, and a passion for service innovation to enhance user satisfaction and business value.

Job Details
Country: UAE
City: Dubai
Industry: I T and Services
Function: IT Project Management
Gender: Any
Candidate Nationality: Any
Job Type: Full-time

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.

Candidate Requirements

* 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.