Job Purpose
To lead and manage the operation, maintenance, and enhancement of digital services across the organization, including smart applications, digital channels, self-service devices, and artificial intelligence platforms, ensuring high service availability, business continuity, user satisfaction, and alignment with Dubai's digital transformation vision.
Key Responsibilities
- Ensure seamless operation and support for digital services, smart apps, e-services, AI and data science environments
- Manage and monitor Service Level Agreements (SLAs) using measurable KPIs across suppliers and sectors
- Oversee digital asset management, including licenses, access rights, and usage optimization
- Lead incident and request management for smart services, e-payment, messaging and customer-facing platforms
- Coordinate and deliver training and enablement to call centers and internal stakeholders
- Prepare, manage and track annual section budgets and associated resources
- Ensure full adherence to information security, governance frameworks and technical standards
- Conduct operational risk assessments and support business continuity and emergency planning
- Build strong internal/external partnerships to strengthen service delivery performance
- Drive service improvement initiatives aligned to operational and strategic goals
Requirements
- Bachelor's degree in Information Technology, Computer Science or Computer Engineering
- Minimum 11 years experience in digital support operations
- Strong background in ITIL, service management, vendor management, and service desk leadership
- Demonstrated leadership capability and stakeholder engagement experience
- Skilled in project coordination, planning, and service enhancement activities
- Knowledge of ISO20000 and ITIL certification preferred
