Manager- Digital Services Operation&Support | Emirati Talents

<div><p>To lead and manage the<b>operation, maintenance, and enhancement</b>of digital services across the organization, including<b>smart applications</b>,<b>digital channels</b>,<b>self-service devices</b>, and<b>artificial intelligence platforms</b>, ensuring high service availability, business continuity, user satisfaction, and alignment with Dubai’s digital transformation vision.</p><h3>Key Responsibilities</h3><ul><li>Ensure seamless<b>operation and support</b>for digital services, smart apps, e‑services, AI and data science environments</li><li>Manage and monitor<b>Service Level Agreements (SLAs)</b>using measurable<b>KPIs</b>across suppliers and sectors</li><li>Oversee<b>digital asset management</b>, including licenses, access rights, and usage optimization</li><li>Lead<b>incident and request management</b>for smart services, e‑payment, messaging and customer‑facing platforms</li><li>Coordinate and deliver<b>training and enablement</b>to call centres and internal stakeholders</li><li>Prepare, manage and track<b>annual section budgets</b>and associated resources</li><li>Ensure full adherence to<b>information security</b>, governance frameworks and technical standards</li><li>Conduct operational<b>risk assessments</b>and support business continuity and emergency planning</li><li>Build strong internal/external partnerships to strengthen service delivery performance</li><li>Drive<b>service improvement initiatives</b>aligned to operational and strategic goals</li></ul><h3>Requirements</h3><ul><li>Bachelor’s degree in<b>Information Technology, Computer Science or Computer Engineering</b></li><li>Minimum<b>11 years’ experience</b>in digital support operations</li><li>Strong background in<b>ITIL</b>,<b>service management</b>,<b>vendor management</b>, and<b>service desk leadership</b></li><li>Demonstrated<b>leadership</b>capability and stakeholder engagement experience</li><li>Skilled in<b>project coordination</b>, planning, and service enhancement activities</li><li>Knowledge of<b>ISO20000</b>and<b>ITIL certification</b>preferred</li></ul></div>#J-18808-Ljbffr