Service Governance Specialist

About the role

Ankabut is looking for an experienced Service Governance Specialist to join its Governance, Risk & Compliance team. The role focuses on establishing, governing, and continuously improving the IT Service Governance Framework to ensure resilient, compliant, and high‑performing service delivery across the organization.

Key responsibilities

• Govern and enhance IT Service Management practices aligned with ITIL 4, ISO 20000 and COBIT frameworks.
• Monitor and manage SLAs, OLAs, KPIs and service performance metrics.
• Drive Continual Service Improvement initiatives and service quality assurance.
• Lead service governance reporting, audit readiness and compliance activities.
• Oversee service catalog, CMDB governance, knowledge, incident, change and problem management processes.
• Manage vendor performance and ensure alignment with contractual service levels.
• Support enterprise risk management and IT General Controls compliance.

Required profile

• Bachelor’s degree in IT, Computer Science, Business Administration or related field.
• ITIL 4 Foundation certification (Managing Professional or Strategic Leader preferred).
• ISO/IEC 20000 Lead Implementer or Lead Auditor certification.
• Knowledge of ISO 27001, ISO 22301 and COBIT 2019.
• UAE nationals: 8+ years in IT Service Management, Service Governance or IT GRC; Expats: 10+ years.

Required skills

• ITIL 4 framework
• ISO 20000, ISO 27001, ISO 22301 standards
• COBIT 2019 framework
• ServiceNow platform
• ManageEngine platform
• Freshworks platform