About EWEC
EWEC (Emirates Water and Electricity Company) is the sole procurer and supplier of water and electricity in the emirate of Abu Dhabi. EWEC drives the planning, forecasting, purchasing, and system despatch services of water and electricity. EWEC fulfils these vital responsibilities through the short-term and long-term balancing of bulk supply and demand for distribution companies and authorities in Abu Dhabi and other Emirates. EWEC is supporting the government of Abu Dhabi and the government of the UAE by enabling the reduction of cost whilst also providing the increased security of supply that comes from a cleaner, larger, and more integrated system.
EWEC is mandated to implement strategic initiatives that will achieve the 60 per cent clean energy target outlined in the Abu Dhabi Department of Energy's (DoE) Clean Energy Strategic Target 2035 for Electricity Production in Abu Dhabi, in addition to enabling the achievement of UAE Water Security Strategy 2036, UAE Energy Strategy by 2050, and the UAE Net Zero by 2050 strategic initiative. EWEC is accelerating Abu Dhabi and the UAE's energy transition by diversifying the country's energy mix through developing and deploying renewable and clean energy as well as low-carbon intensive water desalination capacities. EWEC is part of ADQ, one of the region's largest holding companies with a broad portfolio of major enterprises spanning key sectors of Abu Dhabi's diversified economy. For more information, please visit www.ewec.ae.
The Vice President- Service Delivery is accountable for the end-to-end governance, performance, and continuous improvement of ICT and digital service delivery across the enterprise. The role provides strategic and operational leadership over Service Desk and Level 1 support functions, ensuring effective escalation and integration with Level 2 and Level 3 support teams to deliver reliable, secure, and customer-focused services.
Operating within a highly regulated energy sector environment, the role ensures consistent achievement of service level targets, effective management of the service catalogue, and clear stakeholder communication during incidents, outages, and planned service activities. The VP Service Delivery establishes and maintains service management governance aligned with industry standards such as ISO/IEC 20000 and COBIT 2019, while overseeing end-user computing services, workplace technology, and meeting and conferencing infrastructure. Working closely with internal stakeholders and service partners, the role ensures that services are high quality, timely, compliant, and aligned with enterprise objectives.
Job Specific Responsibilities:
- Provide leadership and oversight of Service Desk and Level 1 service delivery functions, ensuring effective coordination and escalation with Level 2 and Level 3 internal and external support teams.
- Own, govern, and assure the effectiveness of all Digital service management processes across the full service lifecycle, including but not limited to Incident, Problem, Change, Release, Configuration, Service Level, Availability, Continuity, Supplier, Service Catalogue, and Service Acceptance Management.
- Manage strategic supplier, OEM, and third-party service provider relationships, including back-to-back (L3) support, ensuring contractual compliance, SLA performance, and continuous service improvement.
- Own and maintain the Digital Service Catalogue, ensuring accuracy, completeness, and alignment with business needs and customer expectations.
- Lead the management of major and high-impact incidents, ensuring timely service restoration, root cause analysis, and clear, executive-level stakeholder communication.
- Establish, monitor, and report service performance metrics, including SLAs, KPIs, availability, resilience, customer satisfaction, and service trends as well customer satisfaction metrics.
- Lead and coordinate customer communications during incidents, outages, planned maintenance, patching activities, and service disruptions.
- Ensure Digital service delivery complies with regulatory, contractual, and organizational requirements and is aligned with ISO/IEC 20000, COBIT 2019, and relevant governance standards.
- Oversee the provisioning, lifecycle management, and support of end-user devices and peripherals, ensuring standardization and cost-effective service delivery.
- Oversee end-user computing and workplace technology services, including device lifecycle management, collaboration platforms, meeting and conference room systems, and remote working solutions.
- Provide governance, assurance, and audit readiness for Digital service delivery, ensuring compliance with quality, security, information management, health, safety, and environmental requirements.
- Define, own, and execute enterprise-wide Digital service delivery strategy, governance, and operating model.
- Ensure Digital services support business continuity and operational resilience through effective availability management, disaster recovery planning, testing, and remediation.
- Provide senior operational leadership during critical incidents, including out-of-hours escalation and crisis management when required
- Lead service delivery operations for critical incidents and urgent issues outside standard working hours, including on-call and escalation arrangements with alignment with concerned team.
- Ensure the development, maintenance, and governance of all service management policies, procedures, standards, and work instructions.
Decision Authority & Delegation
- Delegated authority for all Digital service delivery operations, service management processes, and associated policies and standards.
- Accountable for service performance outcomes, SLA achievement, availability, resilience, and customer satisfaction.
- Authorized to approve operational service changes, escalation actions, and incident response decisions in line with governance frameworks.
- Provides input and recommendations on Digital investment, service prioritization, and technical debt remediation.
- Delegates operational responsibilities to service delivery managers and team leads while retaining accountability for outcomes.
Standard Responsibilities:
- Build and maintain strong relationships with business and IT stakeholders, acting as a trusted advisor and ensuring ICT services align with evolving business priorities.
- Collaborate closely with infrastructure, applications, cybersecurity, operational technology, and project delivery teams to ensure integrated and seamless service delivery.
- Develop, manage, and control service delivery budgets, supplier spend, and resource capacity, promoting value realization and continuous cost optimization.
- Identify, prioritize, and implement automation, self-service, and knowledge management capabilities to improve service responsiveness and reduce resolution times.
- Stay current with industry trends, emerging ITSM tools, and best practices, leveraging innovation to strengthen service delivery maturity.
- Drive continual service improvement initiatives to enhance service quality, users experience, operational efficiency, and service maturity.
- Lead, coach, and develop service delivery leaders and teams, fostering a customer-centric, performance-driven, and accountable culture.
- Lead service portfolio governance, strategic planning, and prioritization activities, including budget ownership, resource planning, lifecycle management, and technical debt remediation.
- Establish effective measurement, reporting, and governance practices to support transparency, performance management, and informed decision-making.
- Ensure compliance with information management, audit, risk, security, health, safety, and environmental policies and standards.
- Provide senior leadership for the service delivery function, including organizational design, workforce planning, performance management, succession planning, capability development, and Emiratization objectives.
- Champion a culture of excellence, quality management, innovation, and continuous improvement across Digital service delivery.
