Lead – Service Management & Continuous Service Improvement – Majid Al Futtaim Global Solutions – Dubai, UAE
Posted date [2025-11-09]
(ID: 38846)
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Lead – Service Management & Continuous Service Improvement – Majid Al Futtaim Global Solutions – Dubai, UAE
Position Overview
Majid Al Futtaim Global Solutions is hiring a Service Management & Continuous Service Improvement Lead to drive excellence in IT service delivery and process optimization. The role is responsible for implementing ITIL-aligned service management frameworks, improving operational efficiency, and ensuring seamless technology support across all business units. This position combines leadership, technical insight, and a passion for service innovation to enhance user satisfaction and business value.
Job Details
Country: UAE
City: Dubai
Industry: I T and Services
Function: IT Project Management
Salary: 25000–30000 monthly (Market estimated)
Gender: Any
Candidate Nationality: Any
Job Type: Full-time
Key Responsibilities
* Design, implement, and maintain robust IT service management frameworks in line with ITIL or similar industry standards.
* Oversee key ITSM processes such as incident, problem, change, and release management to ensure operational continuity.
* Lead the Continuous Service Improvement (CSI) function by identifying and executing improvement initiatives across IT operations.
* Develop and track KPIs to measure service performance, prepare reports, and deliver insights for data-driven decision-making.
* Collaborate with cross-functional teams to align IT services with business objectives and ensure customer satisfaction.
* Act as a senior escalation point for high-impact incidents, ensuring timely communication, root cause analysis, and resolution.
* Manage and mentor the ITSM and CSI team, promoting best practices, accountability, and a proactive service culture.
* Conduct governance reviews, maintain documentation, and ensure adherence to compliance standards.
* Work closely with DevOps and infrastructure teams to align service delivery with agile and automation principles.
* Continuously assess ITSM tools, recommending improvements or new solutions to enhance efficiency and transparency.
Candidate Requirements
* Bachelor’s degree in IT, Computer Science, or Business Administration (Master’s preferred).
* Minimum 8–10 years of experience in IT service management, including 3+ years in a leadership role.
* ITIL v4 certification (Managing Professional or Strategic Leader) required.
* Experience with ITSM platforms such as ServiceNow, BMC Remedy, Jira, or Freshworks.
* Additional certifications in Lean, Six Sigma, or Continuous Improvement preferred.
* Strong understanding of DevOps principles and automation frameworks.
* Proven ability to lead process transformation and implement measurable performance improvements.
* Excellent analytical, communication, and stakeholder management skills.
* Track record of managing service governance, audit readiness, and cross-functional collaboration.
Why Join Majid Al Futtaim
* Join one of the Middle East’s most innovative and future-focused organizations.
* Drive impactful IT transformation across a multi-industry enterprise spanning retail, real estate, and entertainment.
* Enjoy a collaborative culture that values innovation, integrity, and excellence.
* Access continuous learning and career development opportunities through MAF’s technology leadership programs.
* Be part of a company committed to sustainability, digitalization, and customer-centric transformation.
About Majid Al Futtaim Global Solutions
Majid Al Futtaim Global Solutions provides shared technology, finance, and business services across the MAF Group’s diverse portfolio. The division supports the Group’s vision of becoming a digitally enabled and sustainable enterprise through robust IT service management, process innovation, and data-driven excellence.
Position Overview
Majid Al Futtaim Global Solutions is hiring a Service Management & Continuous Service Improvement Lead to drive excellence in IT service delivery and process optimization. The role is responsible for implementing ITIL-aligned service management frameworks, improving operational efficiency, and ensuring seamless technology support across all business units. This position combines leadership, technical insight, and a passion for service innovation to enhance user satisfaction and business value.
Job Details
Country: UAE
City: Dubai
Industry: I T and Services
Function: IT Project Management
Salary: 25000–30000 monthly (Market estimated)
Gender: Any
Candidate Nationality: Any
Job Type: Full-time
Key Responsibilities
* Design, implement, and maintain robust IT service management frameworks in line with ITIL or similar industry standards.
* Oversee key ITSM processes such as incident, problem, change, and release management to ensure operational continuity.
* Lead the Continuous Service Improvement (CSI) function by identifying and executing improvement initiatives across IT operations.
* Develop and track KPIs to measure service performance, prepare reports, and deliver insights for data-driven decision-making.
* Collaborate with cross-functional teams to align IT services with business objectives and ensure customer satisfaction.
* Act as a senior escalation point for high-impact incidents, ensuring timely communication, root cause analysis, and resolution.
* Manage and mentor the ITSM and CSI team, promoting best practices, accountability, and a proactive service culture.
* Conduct governance reviews, maintain documentation, and ensure adherence to compliance standards.
* Work closely with DevOps and infrastructure teams to align service delivery with agile and automation principles.
* Continuously assess ITSM tools, recommending improvements or new solutions to enhance efficiency and transparency.
Candidate Requirements
* Bachelor’s degree in IT, Computer Science, or Business Administration (Master’s preferred).
* Minimum 8–10 years of experience in IT service management, including 3+ years in a leadership role.
* ITIL v4 certification (Managing Professional or Strategic Leader) required.
* Experience with ITSM platforms such as ServiceNow, BMC Remedy, Jira, or Freshworks.
* Additional certifications in Lean, Six Sigma, or Continuous Improvement preferred.
* Strong understanding of DevOps principles and automation frameworks.
* Proven ability to lead process transformation and implement measurable performance improvements.
* Excellent analytical, communication, and stakeholder management skills.
* Track record of managing service governance, audit readiness, and cross-functional collaboration.
Why Join Majid Al Futtaim
* Join one of the Middle East’s most innovative and future-focused organizations.
* Drive impactful IT transformation across a multi-industry enterprise spanning retail, real estate, and entertainment.
* Enjoy a collaborative culture that values innovation, integrity, and excellence.
* Access continuous learning and career development opportunities through MAF’s technology leadership programs.
* Be part of a company committed to sustainability, digitalization, and customer-centric transformation.
About Majid Al Futtaim Global Solutions
Majid Al Futtaim Global Solutions provides shared technology, finance, and business services across the MAF Group’s diverse portfolio. The division supports the Group’s vision of becoming a digitally enabled and sustainable enterprise through robust IT service management, process innovation, and data-driven excellence.
