Middle East IT Service Senior Manager

About the role

The Middle East IT Service Senior Manager is the face of Tech@BCG across Dubai, Riyadh, Doha, Abu Dhabi and Kuwait. You will own end‑to‑end regional IT service delivery, partner with senior business leaders and ensure global solutions work locally.

Key responsibilities

• Serve as primary point of contact for local business leadership, building trust and positioning IT as a strategic partner.
• Own senior escalation paths for critical incidents, maintain executive support playbooks and drive data‑led capacity and financial management.
• Lead the shift from human‑touch support to automation and AI‑enabled self‑service, maintaining a live automation backlog.
• Ensure security, compliance and resilience are embedded in all service workflows and partner with regional ISRM.

Required profile

• 8–12+ years of experience in IT Service Management, Digital Workplace or End‑User Computing leadership.
• Proven track record of running multi‑site or regional service delivery and transforming operating models.
• Strong financial management, capacity planning and cost‑to‑serve modelling skills.
• Fluent English; Arabic is a genuine advantage and willingness to travel across the region.

Required skills

• AI‑enabled automated support tooling
• End‑User Computing
• Capacity Planning
• Contract governance
• Financial management
• Digital Workplace
• Vendor management
• Cost‑to‑serve modelling
• Modern ESM platforms
• IT Service Management