Vice President, IT Service Management (Abu Dhabi)

About the role

The Vice President of IT Service Management is responsible for the end‑to‑end governance, performance and continuous improvement of ICT and digital services across the enterprise. Reporting to senior leadership, the role provides strategic and operational direction for Service Desk and Level 1 support functions, ensuring reliable, secure and customer‑focused delivery in a highly regulated energy environment.

Key responsibilities

• Lead the Service Desk and Level 1 support teams, managing escalation to Level 2 and Level 3.
• Establish and maintain service management governance aligned with ISO/IEC 20000 and COBIT 2019.
• Ensure consistent achievement of service‑level targets and effective service‑catalogue management.
• Coordinate stakeholder communication during incidents, outages and planned service activities.
• Drive continuous improvement of ICT and digital service delivery, focusing on availability and reliability.

Required profile

• Minimum of 1 month of experience in IT service management or related functions.
• Proven ability to lead service delivery teams in a regulated sector.
• Strong understanding of governance frameworks and service‑level management.

Required skills

• ISO IEC 20000
• COBIT 2019
• Service Desk operations
• Availability Management
• Level 1 support