Manager- Digital Services Operation & Support | Emirati Talents

Job Purpose

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 Responsibilities

• Ensure seamless operation and support for digital services, smart apps, e-services, AI and data science environments
• Manage and monitor Service Level Agreements (SLAs) using measurable KPIs across suppliers and sectors
• Oversee digital asset management , including licenses, access rights, and usage optimization
• Lead incident and request management for smart services, e-payment, messaging and customer-facing platforms
• Coordinate and deliver training and enablement to call centers and internal stakeholders
• Prepare, manage and track annual section budgets and associated resources
• Ensure full adherence to information security , governance frameworks and technical standards
• Conduct operational risk assessments and support business continuity and emergency planning
• Build strong internal/external partnerships to strengthen service delivery performance
• Drive service improvement initiatives aligned to operational and strategic goals

Requirements

• Bachelor’s degree in Information Technology, Computer Science or Computer Engineering
• Minimum 11 years’ experience in digital support operations
• Strong background in ITIL , service management , vendor management , and service desk leadership
• Demonstrated leadership capability and stakeholder engagement experience
• Skilled in project coordination , planning, and service enhancement activities
• Knowledge of ISO20000 and ITIL certification preferred