Lead Service Management & CSI

UAE (onsite)

The role of Service Management & Continuous Service Improvement Lead is to oversee IT service delivery frameworks, ensuring optimal performance, and driving ongoing service enhancements. This role involves leading the implementation of ITIL best practices, managing service processes, and fostering a culture of continuous improvement to enhance user satisfaction and operational efficiency.

Responsibilities:

• Lead the day-to-day execution of service management processes, ensuring consistent delivery across incident, problem, change, and release management
• Manage the performance of a third-party Managed Service Provider (MSP), driving accountability through service reviews, SLA/KPI tracking, and issue escalation
• Act as the primary liaison between internal business leaders and MSP function heads (e.g. Security Ops, App Ops, Infra) to ensure alignment and service excellence
• Monitor and report on service health, proactively identifying risks, trends, and areas for improvement
• Drive continuous service improvement (CSI) initiatives to enhance operational efficiency, user experience, and service reliability
• Support the development and execution of a multi-year strategy to uplift service management maturity across the organisation
• Collaborate with cross-functional teams to implement process improvements and optimise the use of ITSM tools and platforms
• Maintain robust documentation and ensure compliance with organisational standards and ITIL best practices
• Lead or contribute to training and awareness initiatives to embed service management practices across internal teams

Qualifications:

• 10+ years of experience in IT service management, with at least 3 years in a senior or leadership role.
• Demonstrated experience implementing and optimizing ITIL frameworks and processes.
• Proven track record in driving service improvement initiatives with measurable results.
• Strong knowledge of ITIL practices and service management tools
• Experience managing third-party/MSPs

Salt is acting as an Employment Agency in relation to this vacancy.