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it service manager

Roads and Transport Authority

<div>
 
 We are seeking a results-driven leader to manage the operation and support of RTA&rsquo;s digital services, including smart applications, digital channels, self-service devices, e-payment, AI, and data science platforms. The role ensures high availability, minimal service disruption, and continuous improvement of digital services in line with Dubai&rsquo;s vision for digital leadership.
 
 
 
 
 
 Key responsibilities include service and asset management, SLA and supplier performance management, incident and request fulfillment, budget planning, risk assessment, business continuity, and compliance with technology governance and information security standards. The role also oversees training for call centers and users on new and updated digital services.
 
 
 
 
 
 
 Qualifications
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in IT or Computer Science
 </li>
 <li>
 9+ years&rsquo; experience in digital service operations/support, strong ITIL and service management expertise
 </li>
 </ul>
 
 
 
 
 Join us and play a key role in delivering reliable, innovative, and customer-centric digital services that shape the future of mobility in Dubai. Be part of a forward-thinking organization where your leadership and expertise will make a real impact. Apply now.
 
</div>

Manager Digital Service Operation & Support | UAE National

DXC Technology

Key Responsibilities: <ul> <li>Oversee the end-to-end delivery of ServiceNow solutions and services, ensuring they are delivered on time, within scope, and within budget.</li> <li>Manage and lead the ServiceNow delivery team, including developers, administrators, and business analysts.</li> <li>Ensure adherence to ITIL and other relevant best practices in service management.</li> </ul> Client Relationship Management: <ul> <li>Serve as the primary point of contact for clients regarding ServiceNow services and support.</li> <li>Build and maintain strong relationships with clients, understanding their needs, and ensuring their satisfaction with ServiceNow services.</li> <li>Conduct regular service review meetings with clients to discuss performance, improvements, and future needs.</li> </ul> Project Management: <ul> <li>Lead and manage ServiceNow implementation projects, including planning, execution, monitoring, and closing phases.</li> <li>Develop and maintain project plans, schedules, and budgets.</li> <li>Ensure effective communication and coordination among project stakeholders.</li> </ul> Quality Assurance and Improvement: <ul> <li>Implement and monitor quality assurance processes to ensure the delivery of high-quality ServiceNow solutions.</li> <li>Identify opportunities for service improvements and implement changes to enhance service delivery.</li> <li>Conduct post-implementation reviews and lessons learned sessions to continuously improve service delivery processes.</li> </ul> Team Leadership and Development: <ul> <li>Provide leadership, mentorship, and development opportunities to the ServiceNow delivery team.</li> <li>Conduct regular performance reviews and provide constructive feedback.</li> <li>Foster a collaborative and high-performing team culture.</li> </ul> Service Monitoring and Reporting: <ul> <li>Monitor service performance metrics and ensure adherence to Service Level Agreements (SLAs).</li> <li>Prepare and present regular service performance reports to clients and senior management.</li> <li>Proactively identify and resolve service issues to minimize disruptions and maintain service quality.</li> </ul>

ServiceNow Service Delivery Manager

VaporVM

<div><div><div>Date Posted:</div>
24 December, 2025</div>
<div><div>Industry:</div>
IT Services and IT Consulting</div>
<div><div>Location:</div>
VAPORVM IT SERVICES DMCC</div></div>
 <div><h2 class="jobSectionHeader">Job Description:</h2>
<div>NOC &amp; Call Center Manager

Position Summary

The NOC &amp; Call Center Manager leads both the technical 24&times;7 Network Operations Center and the customer-facing Call Center. This role ensures IT service uptime and excellent end-user support by managing teams, tools, processes, and escalations under one umbrella.

Core Responsibilities
<ul><li>Manage NOC operations (infrastructure, network, cloud monitoring) and Call Center operations(customer service, helpdesk).</li></ul>
<ul><li>Define and monitor KPIs across both domains (MTTR, SLA uptime, AHT, FCR, CSAT).</li></ul>
<ul><li>Oversee workforce scheduling, 24&times;7 coverage, and rotation planning.</li></ul>
<ul><li>Lead incident management, escalation handling, and major incident communication.</li></ul>
<ul><li>Ensure integration of monitoring tools (NOC) with ITSM/ticketing systems (Call Center).</li></ul>
<ul><li>Provide leadership, training, and career paths for L1 Operators, L2 Engineers, and Call Center Agents.</li></ul>
<ul><li>Generate executive reports for management and drive continuous service improvement.</li></ul>

Required Experience
<ul><li>12+ years in IT operations, customer service, or service management.</li></ul>
<ul><li>5+ years in managing NOC, SOC, or Call Center operations.</li></ul>

Skills
<ul><li>Strong command of ITIL, ISO 20000 for service operations.</li></ul>
<ul><li>Leadership and staff development across technical and customer teams.</li></ul>
<ul><li>Proficiency in NOC monitoring tools (Dynatrace, vROps, SolarWinds) and Call Center CRM/IVR systems.</li></ul>
<ul><li>Crisis management and cross-functional stakeholder engagement.</li></ul>
<ul><li>Arabic Language Business Proficiency</li></ul>

Certifications
<ul><li>ITIL v4 Managing Professional (mandatory).</li></ul>
<ul><li>PMP or PgMP (preferred).</li></ul>
<ul><li>Customer Service/Call Center Operations certification (preferred).</li></ul>

Key Deliverables
<ul><li>Unified operational dashboard covering NOC and Call Center performance.</li></ul>
<ul><li>Monthly SLA, uptime, and customer satisfaction reports.</li></ul>
<ul><li>Staff training, shift rotation plans, and workforce optimization schedules.</li></ul>
<ul><li>Incident and problem management reports with root cause analysis.</li></ul>

KPIs
<ul><li>Service Availability &amp; SLA compliance.</li></ul>
<ul><li>MTTR / MTTA (technical incidents).</li></ul>
<ul><li>First Call Resolution (FCR) &amp; CSAT (customer support).</li></ul>
<ul><li>Staff productivity and schedule adherence.</li></ul>

Reporting

Reports to Head of IT (Deputy CTO/CTO), with dotted-line reporting to Customer Experience leadership.</div></div>

NOC & Call Center

Atlantis Resorts

<div>
 ( 17939 )
 
 
 A part of Kerzner International, a global leader in luxury hospitality, Atlantis The Royal is the most ultra-luxury experiential resort in the world.
 
 
 Crafted by the world&rsquo;s leading designers, architects, and artists, it is a destination where everything has been designed to challenge the boundaries of imagination. Located on the crescent of the Palm Island, it features 760 Rooms, Suites, and Signature Penthouses with panoramic sea and skyline views. Guests experience impeccable service, Michelin-starred and celebrity chef dining, immersive wellness, and unforgettable moments at every turn.
 
 
 Behind this extraordinary destination are over 6,000 colleagues from 129 nationalities. Together, we foster a vibrant and inclusive culture where talent is nurtured, wellbeing is prioritized, and careers truly thrive.
 
 
 
 About The Role
 
 
 
 The main responsibility of the role is to assist the Restaurant &amp; Bar Manager, making sure the highest standards and quality are achieved throughout the F&amp;B operation, whilst engaging and motivating colleagues through training, coaching and strong communication. Assistant Manager also helps oversee the profitability for the department and is involved in auditing, stock control and recruitment.
 
 
 
 Key Duties And Responsibilities
 
 
 
 <ul>
 <li>
 Drive departmental KPI&rsquo;s focusing on &ldquo;Guest&rdquo; (IFH, Forbes, Helix and social media), &ldquo;People&rdquo; (CES, Turnover, Training Hours), &ldquo;Product&rdquo; (Health &amp; Safety, ISO certification audits, innovation) &ldquo;Profit&rdquo; (Revenues, Costs of Sales, Payroll, Expenses and Net Contribution)
 </li>
 <li>
 Gather detailed analyses on every shift in terms of staff performance, service standards and implement improvement actions &squf; Responsible for inventory and ordering of restaurant operational tools and equipment &squf;
 </li>
 <li>
 Ensure that outlet opening and closing check lists are being followed.
 </li>
 <li>
 In absence of restaurant manager, attend daily operations meeting for the F&amp;B department and communicate the same information effectively to the restaurant team through daily briefings.
 </li>
 <li>
 Assist outlet manager with department scheduling to maximize efficiencies, productivity and minimize split shifts and overtime.
 </li>
 <li>
 Monitor quality of food and beverages being served and escalate any major issues or complaints to senior management.
 </li>
 <li>
 Ensure guest food, beverage and service preferences and records it in 7rooms (restaurant reservations system) and accurate tags are used.
 </li>
 <li>
 Ensure proper portioning of foods, attractive plate presentation and service standards.
 </li>
 <li>
 Actively seek and review customer feedback in regard to food quality, service and overall satisfaction and take appropriate and timely action.
 </li>
 <li>
 Assume full responsibility of the outlet in the absence of Restaurant Manager
 </li>
 <li>
 Ensure reservations are maximized within the restaurant in liaison with Reception and the Restaurant Reservations team.
 </li>
 <li>
 In absence of outlet manager handle guest complaints as per company P&amp;P, this includes social media and 3rd party websites where guest may have negative or positive comments (Example: TripAdvisor)
 </li>
 <li>
 Ensure adherence to cash handling and reconciliation policies and procedures.
 </li>
 <li>
 Any other duties as assigned.
 
 
 </li>
 </ul>
 
 About You
 
 
 
 We are looking for candidates with at least 3-5 years experience in a high end restaurant, ideally within a luxury hospitality and/or international fine dining brand. You should have excellent communication, interpersonal and leadership skills and be able to communicate effectively with all levels in the organisation. To succeed in this role you should understand the importance of Forbes 5* service standards and be able to enliven them during daily restaurant's operations.
 
 
 We offer a competitive, tax-free salary paid in UAE Dirhams (AED), alongside a wealth of benefits. These include generous food and beverage privileges, exclusive discounted rates at all Kerzner properties worldwide, comprehensive health insurance (with dental coverage), annual flights home, life insurance, an incentive program, and a variety of colleague wellness and social initiatives.
 
 
 With a strong emphasis on learning and development, colleagues at Atlantis enjoy access to world-class training, career mobility, and internal growth opportunities across the Kerzner portfolio - making this an ideal environment for ambitious individuals seeking a long-term, fulfilling career in luxury hospitality. Join the A-Team and discover the extraordinary.
</div>

Assistant Manager, Carbone

Fairmont Hotels & Resorts

Company Description An architectural surprise inspired by an Egyptian aesthetic, 5-star Raffles Dubai offers the luxury of city-centre space, impeccable service and sophisticated Asian style. A 15-minute drive from Dubai International Airport, it is ideally located in the business and shopping district, adjacent to Wafi Mall and close to the magnificent Khan Murjan souk and the convention centres. Job Description Purpose of Position To support both the colleagues and leaders of Raffles Salon in achieving the highest quality of both service and standards and improving the level of guest satisfaction through positive engagement and communication. Key Roles & Responsibilities <ul> <li>Maintain the LQA service standards as required for the Outlet.</li> <li>Read daily reports, hotel updates shared via Outlet communication methods and to acknowledge any VIP's arrivals to ensure they are acted upon. Report to shift 10 mins before start time and communicate in advance if any delay. Must know all Food & Beverage menu items, their garnishes, contents and preparation methods and be able to relay that information to guests in a polite and concise way if asked.</li> <li>Present children's menus when appropriate, and describe specials and alternative cuisine.</li> <li>Serve and clear food and beverage items in an unobtrusive and professional manner using Tray/appropriate service ware at all times.</li> <li>Utilize the POS system to ring up sales, print checks, close checks and complete cash-out procedures.</li> <li>Carry trays, bus and reset tables with linen, chinaware, glassware and silverware.</li> <li>Ascertain guests' satisfaction and handle any problem which may arise, informing the Supervisor/Manager of the problem and how it was resolved.</li> <li>Follow cash and credit card procedures according to the guidelines of the accounting department.</li> <li>Maintain a clean, neat and orderly restaurant throughout service.</li> <li>Polish cutlery, refill salt, pepper and sugar, creamers etc.</li> <li>Must be able to prepare/operate the coffee machine to make specialty coffee's/Tea's.</li> <li>Must be able to make/serve other beverages both non-alcoholic and alcoholic drinks.</li> <li>Ensure that work station is stocked with appropriate condiments at all times.</li> <li>Report any guest comments regarding food and beverage to manager.</li> <li>Conscientious handling and maintenance of operating equipment.</li> <li>Learn and adhere to safety, sanitation, HACCP and hygiene policies.</li> <li>Maintain good working relationships with colleagues, and all other departments.</li> <li>Maintain complete knowledge of all F&B services, outlets and hotel services/features.</li> <li>Perform opening/closing side duties as assigned and set all tables according to standards.</li> <li>Report to manager any kinds of deviation from set standard and procedures.</li> <li>Ensure that all service and storage areas are kept safe and clean.</li> <li>Help minimize waste, neglect, breakages and mishandling of supplies and equipment.</li> <li>Carry out cleaning and maintenance of the outlet. • Incase of being unwell and not able to report to work, Restaurant Supervisor/ Manager must be notified a minimum of 4 hrs prior shift through telephone call.</li> <li>Assist other Food & Beverage Outlets in their operations during peak hours if needed or work extended shifts due to operational needs.</li> <li>Actively support in the Management in supervision of the operation/section to maintain service standards.</li> <li>Assist the Supervisor/Manager in conducting daily shift briefings to update and disseminate relevant information to restaurant employees.</li> <li>Assist in colleagues training and act as a role model by leading by example and actively supporting the colleagues throughout their shift.</li> <li>Must learn and be able to use the operating systems at Raffles Dubai.</li> <li>Conducts Equipment and Beverage inventories and ensures no variances in beverage inventories.</li> <li>Perform trainer tasks and conduct training for all staff as assigned by Restaurant Manager / Assistant Manager, driving Trainings/ INES.</li> <li>Use a hands on approach to train and develop employees, demonstrate team building, and lead by example.</li> <li>Understand the Goals/Targets set by the Management for the Outlet and work towards achieving it.</li> <li>Carry out any other duties as and when assigned by the Management of the Hotel.</li> </ul> Personal Attributes <ul> <li>Excellent reading, writing and oral proficiency in English.</li> <li>Strong communication skills; the ability to multitask; extensive wine and cuisine knowledge; computer proficiency.</li> <li>Courteous and helpful to colleagues and guests.</li> <li>Experienced in all aspects of restaurants service.</li> <li>Must be well presented and professionally groomed at all times.</li> <li>Trainer with solid motivational and teamwork skills.</li> <li>Attention to detail and strong interpersonal skills to deal with diverse staff and team from other outlets/departments.</li> <li>Able to perform all the tasks accurately and efficiently.</li> </ul> Qualifications <ul> <li>Secondary education.</li> </ul> Experience <ul> <li>Minimum 2 years Hotel experience with at least 1 year in a 5 star luxury operation.</li> <li>Knowledgeable in food and beverage service standards and up selling skills.</li> <li>High awareness on maintaining 5-star standards.</li> <li>Knowledgeable on Micros and Opera system and Cashiering process.</li> </ul> Additional Information Raffles Dubai Sheikh Rashid Road, Wafi 121800 Dubai, United Arab Emirates.<img src="https://www.jobg8.com/Tracking.aspx?2BLAx2Vk0CawS1q1hAmK69%2fUHQJ5cnnLg" width="0" height="0" />

Captain

Hilton

<div>Housekeeping Manager for Conrad Dubai
A Housekeeping Manager for Conrad Dubai is responsible for overseeing all housekeeping operations to deliver an excellent Guest and Member experience while evaluating guest satisfaction and setting department targets and objectives. 
 
What will I be doing? 
A Housekeeping Manager for Conrad Dubai, you are responsible for overseeing all housekeeping/Laundry operations to deliver an excellent Guest and Member experience. A Housekeeping Manager for Conrad Dubai will also be required to evaluate guest satisfaction and set department targets and objectives. Specifically, you will be responsible for performing the following tasks to the highest standards:
<ul><li>Oversee housekeeping operations</li>
<li>Oversee Laundry Operations</li>
<li>Evaluate Guest satisfaction levels and monitor trends with a focus on continuous improvement</li>
<li>Operate within departmental budgets through effective stock and cost controls and well managed schedules</li>
<li>Set departmental targets and objectives, work schedules, budgets, and policies and procedures</li>
<li>Inspect, regularly, all fixtures, fittings, and appliances to ensure compliance to standards and take action as necessary to conform to standard</li>
<li>Monitor the appearance, standards and performance of the Housekeeping/Laundry Team with an emphasis on training and teamwork</li>
<li>Ensure team members have an up-to-date knowledge of all room categories and amenities</li>
<li>Maintain good communication and work relationships in all hotel areas and with external customers and suppliers</li>
<li>Ensure staffing levels cover business demands</li>
<li>Ensure ongoing training</li>
<li>Ensure communication meetings are conducted and post-meeting minutes generated</li>
<li>Manage staff performance issues in compliance with company policies and procedures</li>
<li>Recruit, manage, train and develop the Housekeeping/Laundry team</li>
<li>Competent in property management systems</li>
<li>Assist other departments wherever necessary</li>
</ul>What are we looking for? 
A Housekeeping Manager for Conrad Dubai serving Hilton brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:
<ul><li>Housekeeping/laundry experience in the hotel/leisure/retail sector in a managerial or supervisory capacity</li>
<li>A successful track record of managing a large team</li>
<li>High level of commercial awareness and cost control capabilities</li>
<li>Previous experience of managing a department and Profit and Loss account</li>
<li>Excellent leadership, interpersonal and communication skills</li>
<li>Committed to delivering high levels of customer service</li>
<li>Flexibility to respond to a range of different work situations</li>
<li>Strong organizational, budget management, and problem solving skills</li>
<li>A passion for delivering exceptional levels of guest service</li>
</ul>What will it be like to work for Conrad Hotels &amp; Resorts? 
Conrad Hotels &amp; Resorts combines contemporary design, sophisticated amenities and personalized service. Conrad&rsquo;s guest service is instinctive, discreet and enhanced by innovation to provide exceptional travel experiences all over the world. And, our amazing Team Members are at the heart of it all!</div>

Housekeeping Manager for Conrad Dubai

<div><div><div>Date Posted:</div>
24 December, 2025</div>
<div><div>Industry:</div>
IT Services and IT Consulting</div>
<div><div>Location:</div>
VAPORVM IT SERVICES DMCC</div></div>
 <div><h2 class="jobSectionHeader">Job Description:</h2>
<div>Call Center Agent (L0)

Position Summary

The Call Center Agent acts as the first point of contact. The role is responsible for receiving, documenting, and managing all support inquiries, incidents, and service requests through the ServiceNow IT Service Management (ITSM) platform.

The agent ensures professional communication, timely ticket resolution, and adherence to established Service Level Agreements (SLAs) &mdash; contributing to the overall service excellence and digital transformation vision.

 Core Responsibilities
<ul><li>Handle inbound and outbound calls, emails, and chat requests in both Arabic and English.</li></ul>
<ul><li>Log, categorize, and update tickets in ITSM for incidents, service requests, and general inquiries.</li></ul>
<ul><li>Assign and route tickets to the appropriate technical teams based on the issue type and priority.</li></ul>
<ul><li>Follow up on open tickets, ensuring timely resolution and proper closure.</li></ul>
<ul><li>Maintain accurate and complete documentation for every customer interaction.</li></ul>
<ul><li>Escalate high-priority or unresolved cases to supervisors in line with escalation procedures.</li></ul>
<ul><li>Provide clear and professional communication to end users regarding issue status and next steps.</li></ul>
<ul><li>Maintain awareness of IT services, systems, and processes to provide accurate assistance.</li></ul>
<ul><li>Support continuous improvement by suggesting workflow, script, or knowledge base enhancements.</li></ul>
<ul><li>Ensure all communication adheres to government service quality, confidentiality, and data privacy standards.</li></ul> 


Required Experience
<ul><li>1&ndash;3 years of experience in a call center, IT helpdesk, or customer support environment.</li></ul>
<ul><li>Experience with ServiceNow ITSM or similar ticketing tools (e.g., Remedy, Zendesk, Jira).</li></ul>
<ul><li>Experience in bilingual customer communication (Arabic and English).</li></ul>
<ul><li>Experience in a government or digital service environment is an advantage.</li></ul>

Skills
<ul><li>Strong verbal and written communication skills (Arabic &amp; English).</li></ul>
<ul><li>Excellent interpersonal and customer service abilities.</li></ul>
<ul><li>Knowledge of IT service management workflows and terminology.</li></ul>
<ul><li>Ability to multitask and manage multiple interactions effectively.</li></ul>
<ul><li>Attention to detail and accurate data entry.</li></ul>
<ul><li>Time management and prioritization under pressure.</li></ul>
<ul><li>Teamwork, reliability, and professional demeanor.Certifications</li></ul>
<ul><li>ITIL v4 Foundation (preferred).</li></ul>
<ul><li>CompTIA Network+ / Microsoft AZ-900 (advantage).</li></ul>

Key Deliverables
<ul><li>Accurate creation and closure of ServiceNow tickets.</li></ul>
<ul><li>Clear and timely communication with government entities.</li></ul>
<ul><li>Consistent adherence to SLA and escalation policies.</li></ul>
<ul><li>Contribution to improved customer satisfaction scores.</li></ul>
<ul><li>Maintenance of complete and correct ticket records for audits.</li></ul>

KPIs

o First Call Resolution (FCR) Rate.

o Ticket Logging Accuracy in ServiceNow.

o Customer Satisfaction (CSAT) Score.

o SLA Compliance Percentage.

o Average Handling Time (AHT).

o Attendance &amp; Schedule Adherence. 


Reporting

Reports to NOC Manager</div></div>

Call Center Agent

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