IT Service Delivery Lead

About the role

We are seeking an IT Service Delivery Lead to oversee end‑user application support, software license governance, vendor coordination and service excellence initiatives for a large semi‑government organization in the UAE. This 12‑month renewable contract reports to the IT Manager and plays a pivotal role in ensuring reliable, high‑quality IT services across the enterprise.

Key responsibilities

• Manage end‑user application support, incident management, service requests and operational issue resolution.
• Coordinate with vendors, application owners and shared IT teams to maintain service reliability.
• Monitor vendor performance, drive continuous improvement and oversee service‑level agreements.
• Analyse ITSM metrics to identify trends, process enhancements and automation opportunities.
• Administer the software license lifecycle – allocation, renewals, compliance, optimisation and cost control.
• Conduct regular access reviews, utilisation assessments and compliance reporting.
• Support annual IT budgeting, software renewals, vendor negotiations and cost forecasting.
• Coordinate IT projects, service reviews, governance activities and audit requirements.
• Maintain service documentation, operational procedures and knowledge‑base resources.
• Lead the IT Service Excellence function to consistently achieve delivery targets and SLAs.

Required profile

• Bachelor's degree in IT, Computer Science, Business Information Systems, Engineering or a related field.
• Proven experience in IT service delivery, application support or IT operations within a corporate environment.
• Strong understanding of ITIL service management principles (Incident, Request, Change, Problem).
• Experience managing software licensing, compliance and vendor relationships.
• Excellent analytical, communication and stakeholder‑management skills.
• ITIL Foundation certification highly preferred.

Required skills

• ServiceNow or ManageEngine ITSM platform experience.
• ITIL framework knowledge.
• Software asset and license management.