End User Support Associate Director

Associate Director - Digital Workplace (End-user Services)

Our client is a prominent Sovereign Wealth Fund in Abu Dhabi, focused on hiring a forward-thinking Associate Director - Digital Workplace to lead IT service delivery and drive modernization across enterprise end-user services.

About the Role

This senior leadership role is responsible for:

• Leading and modernizing the enterprise service desk and end-user support.
• Transitioning from SLA-driven to experience-level agreements (XLAs) focused on outcomes.
• Implementing automation, AI, and self-service solutions to enhance user empowerment.
• Driving operational excellence through ITIL processes, ITSM tools (ServiceNow/Freshservice), and continuous improvement.
• Partnering with stakeholders to improve digital adoption, satisfaction, and business alignment.

Candidate Requirements

• 10+ years' experience in IT service delivery, end-user support, or helpdesk leadership.
• Proven track record in modernizing service desks using AI, automation, and proactive service delivery.
• Strong background in ITIL, governance, RCA, and vendor management.
• Bachelor's degree in IT, Computer Science, or related field (required).
• ITIL Foundation certification (required); advanced ITIL or Microsoft/ServiceNow certifications are a plus.
• Excellent leadership, stakeholder management, and strategic thinking skills.

If you're an experienced IT service leader passionate about driving transformation in end-user services, we'd love to hear from you. Apply now or reach out directly for a confidential discussion.