Manager- Digital Services Operation & Support | Emirati Talents

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 ResponsibilitiesEnsure seamless operation and support for digital services, smart apps, e‑services, AI and data science environmentsManage and monitor Service Level Agreements (SLAs) using measurable KPIs across suppliers and sectorsOversee digital asset management, including licenses, access rights, and usage optimizationLead incident and request management for smart services, e‑payment, messaging and customer‑facing platformsCoordinate and deliver training and enablement to call centres and internal stakeholdersPrepare, manage and track annual section budgets and associated resourcesEnsure full adherence to information security, governance frameworks and technical standardsConduct operational risk assessments and support business continuity and emergency planningBuild strong internal/external partnerships to strengthen service delivery performanceDrive service improvement initiatives aligned to operational and strategic goalsRequirementsBachelor’s degree in Information Technology, Computer Science or Computer EngineeringMinimum 11 years’ experience in digital support operationsStrong background in ITIL, service management, vendor management, and service desk leadershipDemonstrated leadership capability and stakeholder engagement experienceSkilled in project coordination, planning, and service enhancement activitiesKnowledge of ISO20000 and ITIL certification preferred#J-18808-Ljbffr