Hold overall accountability for delivery of the 400-FTE managed service across 573 locations, owning the client relationship, commercial performance, service quality and organisational health of the engagement.
KEY RESPONSIBILITIES
• Own end-to-end accountability for contractual SLA and KPI attainment across the full estate of 522 schools and 51 branches and offices.
• Act as the executive-level counterpart to Ministry leadership and represent the service at board level.
• Own the P&L for the engagement - cost control, resource utilisation, margin protection and forecast accuracy.
• Set the service strategy, transformation roadmap and continual improvement agenda.
• Chair executive governance forums and act as the escalation path of last resort.
• Lead the senior management team - Service Delivery Manager, ITSM Leads, Service Desk Lead, Field Management and VIP Lead.
• Own contractual compliance, the risk register, audit readiness and service credit exposure.
• Drive workforce strategy including Emiratisation commitments, retention, succession and capability building.
• Own the relationship with OEMs and strategic third parties at executive level.
• Ensure readiness and command structure for examination periods and other high-risk operational windows.
REQUIRED TECHNICAL SKILLS
• Proven leadership of large-scale IT managed service delivery (300+ FTE, multi-site).
• Commercial and contract management - SLA regimes, service credits, change control, forecasting.
• Executive stakeholder management in a UAE government or public sector context.
• Organisational design, workforce planning and transformation leadership.
• Financial management and P&L ownership.
• Deep ITIL and service management expertise.
KEY RESPONSIBILITIES
Own end-to-end accountability for contractual SLA and KPI attainment across the full estate of 522 schools and 51 branches and offices.
Act as the executive-level counterpart to Ministry leadership and represent the service at board level.
Own the P&L for the engagement - cost control, resource utilisation, margin protection and forecast accuracy.
Set the service strategy, transformation roadmap and continual improvement agenda.
Chair executive governance forums and act as the escalation path of last resort.
Lead the senior management team - Service Delivery Manager, ITSM Leads, Service Desk Lead, Field Management and VIP Lead.
Own contractual compliance, the risk register, audit readiness and service credit exposure.
Drive workforce strategy including Emiratisation commitments, retention, succession and capability building.
Own the relationship with OEMs and strategic third parties at executive level.
Ensure readiness and command structure for examination periods and other high-risk operational windows.
REQUIRED TECHNICAL SKILLS
Proven leadership of large-scale IT managed service delivery (300+ FTE, multi-site).
Commercial and contract management - SLA regimes, service credits, change control, forecasting.
Executive stakeholder management in a UAE government or public sector context.
Organisational design, workforce planning and transformation leadership.
Financial management and P&L ownership.
Deep ITIL and service management expertise.
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Client of Exceed IT Services · Abu Dhabi - United Arab Emirates
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