Digital Services Operations Lead – AI, Apps&Platforms

<p>To lead and manage the<strong>operation, maintenance, and enhancement</strong>of digital services across the organization, including<strong>smart applications</strong>,<strong>digital channels</strong>,<strong>self-service devices</strong>, and<strong>artificial intelligence platforms</strong>, ensuring high service availability, business continuity, user satisfaction, and alignment with Dubai’s digital transformation vision.</p><p><strong>Key Responsibilities</strong></p><ul><li>Ensure seamless<strong>operation and support</strong>for digital services, smart apps, e-services, AI and data science environments</li><li>Manage and monitor<strong>Service Level Agreements (SLAs)</strong>using measurable<strong>KPIs</strong>across suppliers and sectors</li><li>Oversee<strong>digital asset management</strong>, including licenses, access rights, and usage optimization</li><li>Lead<strong>incident and request management</strong>for smart services, e-payment, messaging and customer-facing platforms</li><li>Coordinate and deliver<strong>training and enablement</strong>to call centers and internal stakeholders</li><li>Prepare, manage and track<strong>annual section budgets</strong>and associated resources</li><li>Ensure full adherence to<strong>information security</strong>, governance frameworks and technical standards</li><li>Conduct operational<strong>risk assessments</strong>and support business continuity and emergency planning</li><li>Build strong internal/external partnerships to strengthen service delivery performance</li><li>Drive<strong>service improvement initiatives</strong>aligned to operational and strategic goals</li></ul><p><strong>Requirements</strong></p><ul><li>Bachelor’s degree in<strong>Information Technology, Computer Science or Computer Engineering</strong></li><li>Minimum<strong>11 years’ experience</strong>in digital support operations</li><li>Strong background in<strong>ITIL</strong>,<strong>service management</strong>,<strong>vendor management</strong>, and<strong>service desk leadership</strong></li><li>Demonstrated<strong>leadership</strong>capability and stakeholder engagement experience</li><li>Skilled in<strong>project coordination</strong>, planning, and service enhancement activities</li><li>Knowledge of<strong>ISO20000</strong>and<strong>ITIL certification</strong>preferred</li></ul>#J-18808-Ljbffr