itsm manager

Wheeler Machinery Co

<div><p>The Manager, Enterprise Solutions &amp; Experience leads the team responsible for the administration, governance, and continuous improvement of Campbell Companies&rsquo; enterprise applications, including ERP, CRM, WHM, HRIS, and Document Management Systems (DMS). This role also owns IT process automation initiatives, the ITSM platform, and customer-facing digital tools, driving improvements in both internal productivity and external customer experience.</p><p><b>
Duties and Responsibilities</b></p><p><b>
Enterprise Application Stewardship:</b></p><ul><li>
Own the operational health, configuration governance, and vendor relationships for ERP, CRM, WHM, HRIS, and DMS platforms.</li><li>
Define and enforce change management and customization governance processes to prevent technical debt.</li><li>
Oversee integrations between enterprise applications, ensuring data consistency and system reliability.</li><li>
Partner with the Manager, Engineering &amp; AI Solutions on ERP/CRM customization requiring custom development.</li></ul><p><b>
IT Automation &amp; ITSM:</b></p><ul><li>
Drive IT process automation using Power Automate and other low-code tools to reduce manual effort and improve service delivery.</li><li>
Own the ITSM platform (ServiceNow, Jira, or equivalent): configuration, workflows, SLA definitions, and continual service improvement.</li><li>
Develop and maintain a self-service portal for common IT requests, reducing service desk volume.</li></ul><p><b>
Customer Digital Experience:</b></p><ul><li>
Oversee customer-facing digital tools supported by the IT organization, ensuring availability and usability.</li><li>
Gather and act on user feedback to continuously improve digital touchpoints.</li></ul><p><b>
Team Leadership:</b></p><ul><li>
Directly manage Enterprise Applications Analyst(s) and IT Automation &amp; Digital Experience Analyst (when filled).</li><li>
Define team priorities, project roadmaps, and performance standards.</li><li>
Develop team members through coaching, stretch assignments, and career growth planning.</li></ul><p><b>
Vendor Management:</b></p><ul><li>
Manage relationships with ERP, CRM, DMS, WHM, HRIS, and ITSM vendors; negotiate renewals and escalate issues.</li><li>
Evaluate new software solutions and make recommendations to the Director of IT.</li><li>
Performs all other duties as assigned.</li></ul><p><b>
Qualifications</b></p><p><b>
Education:</b></p><ul><li>
Bachelor&rsquo;s degree in Information Technology, Business, or a related field.</li></ul><p><b>
Experience:</b></p><ul><li>
Minimum of 5&ndash;7 years of enterprise application administration or consulting experience, with at least 2 years in a leadership role.</li><li>
Demonstrated experience managing ERP and/or CRM platforms in a mid-market environment.</li></ul><p><b>
Technical Skills:</b></p><ul><li>
Proficiency with enterprise application platforms (ERP: Infor, SAP, Oracle, or similar; CRM: Salesforce, Dynamics 365, or similar).</li><li>
Experience with ITSM platforms (ServiceNow, Jira Service Management, or equivalent).</li><li>
Familiarity with Power Automate or equivalent integration and automation tooling.</li></ul><p><b>
Skills and Competencies:</b></p><ul><li>
Strong business analysis skills; ability to translate business requirements into IT solutions.</li><li>
Excellent stakeholder management and cross-functional collaboration skills.</li><li>
Process improvement mindset with demonstrated ability to streamline operations.</li></ul><p><b>
Certifications (Preferred):</b></p><ul><li>
ITIL v4 Foundation or higher.</li><li>
PMP or comparable project management certification</li></ul><p>
__________________________________________________________________________________________________________________</p><p>
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor&rsquo;s legal duty to furnish information. 41 CFR 60-1.35(c).</p></div>

Enterprise Solutions and Experience Manager

PROZ TECHNOLOGIES

<p>Hello,<br/>Greetings from Proztec Qatar! I hope everything is going well with you.</p><p><b>JOB DESCRIPTION</b></p><p>The Service Delivery Manager is responsible for ensuring effective IT service delivery, governance, and SLA management across client environments. Acting as the single point of accountability, the role oversees service performance, vendor coordination, and continuous improvement initiatives to ensure high-quality service delivery aligned with business objectives. The Service Delivery Manager plays a key role in maintaining client satisfaction, managing escalations, and ensuring compliance with ITIL-based service management practices.</p><p><b>DUTIES &amp; RESPONSIBILITIES</b></p><ul><li>Act as the single point of contact for all service delivery-related matters</li><li>Manage and monitor SLAs, KPIs, and service performance metrics</li><li>Conduct regular service review meetings with stakeholders and clients</li><li>Ensure adherence to ITSM processes including Incident, Problem, and Change Management</li><li>Lead governance meetings, reporting, and continuous service improvement initiatives</li><li>Handle escalations and ensure timely resolution of critical issues</li><li>Coordinate with internal teams and vendors to ensure seamless service delivery</li><li>Drive process improvements and optimize service delivery frameworks</li><li>Maintain service documentation, reports, and compliance records</li><li>Ensure alignment of services with business needs and contractual obligations</li></ul><p><b>SKILLS &amp; ABILITIES</b></p><ul><li>Strong expertise in IT Service Management (ITSM) frameworks</li><li>Proven experience in SLA management and service governance</li><li>Excellent leadership and team management skills</li><li>Strong communication and stakeholder management abilities</li><li>Ability to manage multiple priorities in a fast-paced environment</li><li>Strong analytical and problem-solving skills</li></ul><p><b>POTENTIAL BACKGROUND</b></p><ul><li>Minimum <b>8+ years of experience</b> in IT Service Delivery / IT Operations</li><li>Experience managing enterprise-level service environments</li><li>Strong exposure to client-facing roles and stakeholder management</li><li>Experience working in structured ITIL environments</li></ul><p><b>CERTIFICATIONS (MANDATORY/PREFERRED)</b></p><ul><li>ITIL v4 Foundation / Intermediate (Mandatory)</li><li>PMP or PRINCE2 (Preferred)</li></ul><p><b>LANGUAGE REQUIREMENT</b></p><ul><li>Arabic Speaker (Mandatory)</li></ul><p><b>WORK LOCATION</b></p><ul><li>Onshore &ndash; Qatar</li></ul><p><b>SOFT SKILLS</b></p><ul><li>Strong leadership and decision-making capabilities</li><li>Excellent interpersonal and communication skills</li><li>Ability to manage escalations and handle pressure effectively</li><li>High ownership and accountability mindset</li><li>Strong organizational and governance skills</li></ul><p>If you&rsquo;re interested or have relevant experience, feel free to share your updated CV.</p><p>Job Type: Full-time</p><p>Pay: QAR18,000.00 - QAR22,000.00 per month</p><p>Work Location: In person</p>

Service Delivery Manager (Arabic Speaker)

DSFederal, Inc.

<div>Description:
<p>
We are seeking an experienced Project/Program Manager to support a federal health agency&rsquo;s IT services program. The PM serves as the single point of accountability and primary liaison to the Government. The PM ensures performance against all contract requirements, tracks Service Level Agreement (SLA) compliance, coordinates deliverables, performs risk management, and oversees a diverse team delivering Tier 1/Tier 2 desktop support, patch management, account management, virtual meetings, and IT equipment lifecycle services to successfully provide IT support services to the customer&rsquo;s organization.</p>
Requirements:
<p><b>
Job Duties/Responsibilities</b></p><p>
1. Program and Project Management Oversight:</p><ul><li>Oversee day-to-day program and project management activities using Project Management Institute (PMI) frameworks, ensuring operations align with customer&rsquo;s requirements.</li><li>Develop and maintain a comprehensive Contract Management Plan (CMP) detailing the management structure, staffing, training, and risk mitigation strategies.</li><li>Provide organizational resources and management controls to meet quality, cost, performance, and schedule requirements, ensuring coverage during absences, turnover, or vacancies.</li></ul><p>
2. Strategic Planning and Execution:</p><ul><li>Collaborate with the federal leadership to manage enterprise IT service delivery, including IT asset lifecycles, patching schedules (Tanium/Intune), and Microsoft Teams/Zoom for Government administration.</li><li>Develop and maintain Knowledge Base (KB) articles, SOPs, and IT support documentation within ServiceNow.</li></ul><p>
3. Communication and Reporting:</p><ul><li>Serve as the primary point of contact for program performance, maintaining open, proactive, and continuous communication with the COR and the Government leadership.</li><li>Develop, validate, and present extensive recurring reports, including the Weekly Presentation, Monthly Data Call, Vulnerability Management Reports, and SLA Performance Reports.</li></ul><p>
4. Quality and Compliance Management:</p><ul><li>Establish, configure, and monitor measurable Service Level Agreements (SLAs) in ServiceNow to ensure objective performance measurement and continuous service improvement.</li><li>Ensure projects comply with the HHS Enterprise Project Life Cycle (EPLC) framework and Capital Planning and Investment Control (CPIC) mandates.</li><li>Ensure strict adherence to Federal Records Act, FOIA, and HHS security and privacy policies.</li></ul><p>
5. Staff Management:</p><ul><li>Oversee adequate staffing levels for base operations and any exercised optional tasks, ensuring continuity of operations and SLA compliance.</li><li>Develop a formal Training and Certification Plan, tracking role-based training, ServiceNow fundamentals, and IT security awareness for all assigned personnel.</li></ul><p>
6. Decision Making and Problem Resolution:</p><ul><li>Analyze incident and request data, ticket volumes, and root causes in ServiceNow to detect recurring issues or service deficiencies and implement corrective actions.</li><li>Proactively identify risks, issues, and dependencies, documenting clear mitigation strategies.</li></ul><p>
7. Customer and Stakeholder Engagement:</p><ul><li>Serve as the primary liaison between the contractor and federal stakeholders across various regional offices.</li><li>Provide technical oversight for high-volume, high-visibility virtual meetings and webinars.</li></ul><p>
8. Continuous Improvement:</p><ul><li>Identify problem trends within delivered services and formulate corrective actions to prevent recurrence.</li><li>Assess IT project management methodologies, blending traditional EPLC requirements with agile and ITSM techniques.</li></ul><p>
9. Transition Planning:</p><ul><li>Lead project kickoff and execute a detailed 30-day Transition-In Plan.</li><li>Execute a 60-day Transition-Out Plan to ensure a complete, orderly transfer of operations, ServiceNow knowledge bases, and institutional knowledge to the Government or incoming contractor.</li></ul><p>
10. Surge and Special Contract Requirements:</p><ul><li>Provide expertise and coordinate staffing for optional task requirements, such as after-hours IT equipment moves, scalable surge desktop support, supplemental call center operations, macOS support, and dedicated virtual meeting coordination.</li></ul><p>
11. Subject Matter Expertise:</p><ul><li>Provide senior subject matter expertise to guide ITSM workflows, hardware/software deployment, and vulnerability remediation across the enterprise.</li></ul><p>
12. Financial Management and Business Development:</p><ul><li>Responsible for attaining the contract&rsquo;s financial goals.</li><li>Support business development efforts and identify opportunities for on-contract growth.</li></ul><p><b>
Technical/Skills Required</b></p><ul><li>Strong leadership and large-team management skills.</li><li>Solid technical background in managing the delivery of IT services, enterprise service desks, and endpoint support.</li><li>Proficiency in IT Service Management (ITSM) tools, specifically ServiceNow (Incident, Request, Knowledge, and CMDB modules).</li><li>Familiarity with enterprise IT tools such as Microsoft 365, Active Directory, Tanium, Tenable, and Zoom for Government.</li><li>Experience with all project management facets&mdash;scope, schedule, quality, cost, staff, change, and risk management.</li><li>Ability to effectively manage multiple complex tasks and recurring reporting deadlines simultaneously.</li></ul><p><b>
Experience Required</b></p><ul><li>10 years of overall IT experience with at least 7 years as a Project and Program Manager.</li><li>Experience managing $20M+ contracts.</li><li>Managing high-volume Tier 1 and Tier 2 Desktop Support operations or call centers.</li><li>Overseeing IT Service Management (ITSM) systems, particularly ServiceNow, for incident, request, and SLA tracking.</li><li>Scaling technical teams to meet surge conditions or optional task requirements without degrading base performance.</li><li>Directing technical staff responsible for desktop management, virtual meeting coordination, and IT asset lifecycles.</li></ul><p><b>
Preferred Experience</b></p><ul><li>Experience leading IT projects in support of the Federal Government.</li><li>Specific experience leading IT support operations at the Department of Health and Human Services (HHS).</li><li>Experience working with cloud service providers or supporting remote/hybrid federal workforces.</li></ul><p><b>
Education Required</b></p><ul><li>Bachelor&rsquo;s degree in computer science, business administration, information systems, or another technical specialty.</li></ul><p><b>
Certification</b></p><ul><li>Required: Project Management Professional (PMP)</li><li>Desired: ITIL v3/v4 Foundation or higher, Six Sigma, ServiceNow certifications (CSA), or Agile certifications (CSM, PMI-ACP, SAFe).</li></ul></div>

Project/Program Manager

New York Life

<div><div><div><p>Job Description</p></div></div><div><div><div><h4 class="jobSectionHeader"><b>
Requisition ID</b></h4><div>
93622</div></div><div><h4 class="jobSectionHeader"><b>
Department</b></h4><div>
Tech Data AI Ventures</div></div><div><h4 class="jobSectionHeader"><b>
Job Function</b></h4><div>
Tech Data AI Ventures</div></div><div><h4 class="jobSectionHeader"><b>
Location</b></h4><div>
New York,New York,United States</div></div><div><h4 class="jobSectionHeader"><b>
Role Location Designation</b></h4><div>
Hybrid - 3 days per week</div></div></div></div><p></p><div><div><div><div><div>
Job Requisition ID: 93622</div><p><b>
Location Designation:</b> Hybrid - 3 days per week</p><div></div><div><div><p><b><br>
Role Overview</b></p></div><div><p>
The Digital Colleague Experience Engineering Lead is a senior technical leadership role responsible for architecting, delivering, and continuously improving enterprise-scale DEX and EUC technology capabilities across New York Life.</p></div><div><p>
This role blends deep engineering expertise with disciplined program management, requiring a leader who can operate as both a hands-on technical strategist and an enterprise program driver. The individual will lead initiatives that modernize the colleague technology experience across endpoint platforms, collaboration environments, and enterprise service operations, leveraging advanced observability, automation, and service management frameworks.</p></div><div><p>
The ideal candidate will possess strong knowledge of EUC engineering, digital experience monitoring platforms, endpoint management ecosystems, and enterprise service delivery models, combined with the ability to drive large-scale cross-functional technology programs.</p></div><div><p>
This leader will partner with infrastructure, digital workplace, cloud, and service management teams to improve technology reliability, colleague productivity, and operational efficiency, while establishing measurable improvements in experience-level outcomes, incident reduction, and problem management maturity.</p></div><div><p><b>
What You&rsquo;ll Do:</b></p></div><div><p>
Digital Experience Engineering &amp; EUC Platform Strategy</p></div><div><ul><li><p>
Architect and drive enterprise-wide initiatives that improve the end-to-end digital colleague experience across endpoint platforms, applications, and collaboration services.</p></li></ul></div><div><ul><li><p>
Leverage DEX platforms such as Nexthink, ThousandEyes, and ZDX to provide visibility into colleague technology performance and experience.</p></li></ul></div><div><ul><li><p>
Develop and operationalize experience telemetry frameworks that correlate endpoint health, application performance, network conditions, and user sentiment.</p></li></ul></div><div><ul><li><p>
Partner with engineering teams to implement proactive experience monitoring, automated remediation, and predictive incident detection.</p></li></ul></div><div><ul><li><p>
Design scalable EUC architectures supporting modern workplace environments including device lifecycle management, secure endpoint provisioning, and hybrid work capabilities.</p></li></ul></div><div><ul><li><p>
Establish engineering standards for endpoint observability, performance baselining, and experience analytics.</p></li></ul></div><p></p><div><p><br>
Endpoint Management &amp; Platform Engineering</p></div><div><ul><li><p>
Provide technical and strategic leadership across enterprise endpoint management platforms including:</p></li></ul></div><div><ul><li><p>
Microsoft Intune</p></li></ul></div></div><div><div><ul><li><p>
Microsoft Endpoint Configuration Manager (MECM / SCCM)</p></li></ul></div><div><ul><li><p>
Mobile device management (MDM) and unified endpoint management (UEM) ecosystems</p></li></ul></div><div><ul><li><p>
Lead initiatives that improve critical colleague-facing operational activities such as device provisioning, issue remediation automation, and application deployment.</p></li></ul></div><div><ul><li><p>
Drive organizational approach to modern zero-touch provisioning, policy-driven configuration management, and automated device remediation capabilities.</p></li></ul></div><div><ul><li><p>
Partner with cybersecurity and architecture teams to ensure secure endpoint posture aligned with enterprise security frameworks.</p></li></ul></div><div><p>
Service Delivery, ITSM &amp; Operational Excellence</p></div><div><ul><li><p>
Partner with IT Operations and Service Delivery to lead the evolution of IT Service Management (ITSM) practices across ETS with a focus on experience-centric service delivery.</p></li></ul></div><div><ul><li><p>
Leverage ServiceNow and associated platform capabilities to improve:</p></li></ul></div><div><ul><li><p>
Incident management</p></li></ul></div><div><ul><li><p>
Problem management</p></li></ul></div><div><ul><li><p>
Knowledge management</p></li></ul></div><div><ul><li><p>
Service request automation</p></li></ul></div><div><ul><li><p>
Operational reporting and analytics</p></li></ul></div><div><ul><li><p>
Enforce structured problem management frameworks that identify systemic technology issues impacting colleague experience.</p></li></ul></div><div><ul><li><p>
Partner with operations and engineering teams to drive root cause elimination, permanent corrective actions, and service reliability improvements.</p></li></ul></div><div><ul><li><p>
Embed ITIL best practices into operational workflows and technology service models.</p></li></ul></div><div><p>
Problem Management &amp; Experience Reliability</p></div><div><ul><li><p>
Follow and enforce enterprise standards for proactive problem management tied directly to colleague experience outcomes.</p></li></ul></div><div><ul><li><p>
Implement data-driven approaches that combine DEX telemetry, service desk data, and operational metrics to identify systemic issues.</p></li></ul></div><div><ul><li><p>
Lead cross-domain remediation efforts spanning endpoint platforms, infrastructure, application services, and network services.</p></li></ul></div></div><div><div><ul><li><p>
Develop repeatable problem management playbooks, governance processes, and engineering escalation frameworks.</p></li></ul></div><div><p>
Workforce Utilization &amp; Operational Intelligence</p></div><div><ul><li><p>
Develop frameworks for measuring team utilization, operational workload distribution, and engineering capacity planning.</p></li></ul></div><div><ul><li><p>
Leverage service management and experience data to identify:</p></li></ul></div><div><ul><li><p>
Operational bottlenecks</p></li></ul></div><div><ul><li><p>
Service demand trends</p></li></ul></div><div><ul><li><p>
Workforce capacity gaps</p></li></ul></div><div><ul><li><p>
Implement reporting mechanisms that enable leadership to optimize staffing models, balance workloads, and improve service delivery efficiency.</p></li></ul></div><div><ul><li><p>
Provide data-driven insights that guide operational planning and service performance improvements.</p></li></ul></div><div><p>
Stakeholder &amp; Executive Engagement</p></div><div><ul><li><p>
Serve as the technical and operational leader for enterprise colleague experience initiatives within ETS.</p></li></ul></div><div><ul><li><p>
Translate complex engineering insights into executive-level narratives focused on productivity, reliability, and service outcomes.</p></li></ul></div><div><ul><li><p>
Partner with domain leaders across:</p></li></ul></div><div><ul><li><p>
Digital Workplace</p></li></ul></div><div><ul><li><p>
Infrastructure Engineering</p></li></ul></div><div><ul><li><p>
Cloud Platforms</p></li></ul></div><div><ul><li><p>
Cybersecurity</p></li></ul></div><div><ul><li><p>
Enterprise Architecture</p></li></ul></div><div><ul><li><p>
Service Operations</p></li></ul></div><div><ul><li><p>
Influence cross-functional teams to drive enterprise-wide improvements in technology service experience.</p></li></ul></div></div><p></p><div><div><p><b><br>
What You&rsquo;ll Bring:</b></p></div><div><ul><li><p>
10+ years of experience in enterprise technology engineering, digital workplace engineering, or infrastructure program leadership.</p></li></ul></div><div><ul><li><p>
Demonstrated experience leading large-scale EUC, DEX, or workplace technology transformation initiatives.</p></li></ul></div><div><ul><li><p>
Deep technical knowledge of Digital Experience Monitoring platforms, including:</p></li></ul></div><div><ul><li><p>
Nexthink</p></li></ul></div><div><ul><li><p>
ThousandEyes</p></li></ul></div><div><ul><li><p>
Zscaler Digital Experience (ZDX)</p></li></ul></div><div><ul><li><p>
Strong experience with endpoint management platforms, including:</p></li></ul></div><div><ul><li><p>
Microsoft Intune</p></li></ul></div><div><ul><li><p>
Microsoft Endpoint Configuration Manager (MECM / SCCM)</p></li></ul></div><div><ul><li><p>
Unified Endpoint Management ecosystems</p></li></ul></div><div><ul><li><p>
Hands-on familiarity with enterprise ITSM platforms, including:</p></li></ul></div><div><ul><li><p>
ServiceNow</p></li></ul></div><div><ul><li><p>
Workflow automation and service catalog design</p></li></ul></div><div><ul><li><p>
ITSM data analytics and reporting</p></li></ul></div><div><ul><li><p>
Strong understanding of enterprise service delivery frameworks and ITIL processes, including incident, problem, and change management.</p></li></ul></div><div><ul><li><p>
Experience implementing observability, telemetry, and service analytics frameworks.</p></li></ul></div><div><ul><li><p>
Strong ability to analyze system dependencies, infrastructure architectures, and service delivery workflows.</p></li></ul></div><div><ul><li><p>
Demonstrated ability to operate effectively in complex, highly regulated enterprise environments.</p></li></ul></div></div><div><div><p>
Preferred Certifications</p></div><div><ul><li><p>
ITIL v4 Certification</p></li></ul></div><div><ul><li><p>
Project Management Professional (PMP)</p></li></ul></div><div><ul><li><p>
SAFe Agilist or Scaled Agile certification</p></li></ul></div><div><ul><li><p>
Certified Scrum Master (CSM)</p></li></ul></div><div><ul><li><p>
Microsoft Endpoint Management certifications</p></li></ul></div><div><ul><li><p>
Cloud certifications (AWS, Azure, or GCP)</p></li></ul></div><div><p><b>
 Education</b></p></div><div><ul><li><p>
Bachelor&rsquo;s degree in Computer Science, Information Systems, Engineering, or related technical discipline required.</p></li></ul></div></div><p></p><p><b><br>
Pay Transparency</b></p><p>
Salary Range: $185,000-$264,500</p><p>
Overtime eligible: Exempt</p><p>
Discretionary bonus eligible: Yes</p><p>
Sales bonus eligible: No</p><p>
Actual base salary will be determined based on several factors but not limited to individual&rsquo;s experience, skills, qualifications, and job location. Additionally, employees are eligible for an annual discretionary bonus. In addition to base salary, employees may also be eligible to participate in an incentive program.</p><p></p><div><p><b><br>
Company Overview</b></p></div><div><p>
At New York Life, our 180-year legacy of purpose and integrity fuels our future. As we evolve into a more technology-, data-, and AI-enabled organization, we remain grounded in the values that drive lasting impact.</p></div><div><p>
Our diverse business portfolio creates opportunities to make a difference across industries and communities&mdash;inviting bold thinking, collaborative problem-solving, and purpose-driven innovation. Here, you&rsquo;ll find the rare balance of long-standing stability and forward momentum, supported by an inclusive team that honors tradition while embracing progress.</p></div><div><p>
As a Fortune 100 mutual company, we offer a place to grow your skills, contribute to meaningful work, and deliver solutions that matter. Your ideas drive what&rsquo;s next, and your growth powers it.</p></div><p></p><p><b><br>
Our Benefits</b></p><p>
We provide a full package of benefits for employees &ndash; and have unique offerings for a modern workforce, including leave programs, adoption assistance, and student loan repayment programs. Based on feedback from our employees, we continue to refine and add benefits to our offering, so that you can flourish both inside and outside of work.<b> </b>Click here<b> </b>to discover more about our comprehensive benefit options or visit our NYL Benefits Site.</p><p><br>
</p><p><b>Our Commitment to Inclusion</b><br>
At New York Life, fostering an inclusive workplace is fundamental to who we are and how we serve our communities. We have a longstanding commitment to creating an environment where individuals can contribute their best and succeed together. This foundation is rooted in our core values of humanity and integrity, ensuring that every employee feels valued and supported. By embracing a broad range of perspectives and experiences, we achieve greater success and fulfill our promise of providing financial security and peace of mind to families across all communities. Click here to learn more about New York Life&rsquo;s leadership in this space.
</p><p>Recognized as one of <i>Fortune&rsquo;s</i> World&rsquo;s Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by the Foundation. We're proud that due to our mutuality, we operate in the best interests of our policy owners. To learn more about career opportunities at New York Life, please visit the Careers page of www.NewYorkLife.com.</p><p>
Visit our LinkedIn to see how our employees and agents are leading the industry and impacting communities.</p><p>
Visit our Newsroom to learn more about how our company is constantly evolving to meet our clients' and employees&rsquo; needs.</p><p></p><p><br>
Job Requisition ID: 93622</p></div></div></div></div></div>

Corporate Vice President - Colleague Experience Engineering Lead

Human Resources Department of Ras Al Khaimah Government

<div>
 <p>
  <strong>
   About the Role
  </strong>
 </p>
 <p>
  The Electronic Government Authority (EGA) is the central body responsible for driving Ras Al Khaimah's Emirate-wide digital transformation, providing unified technology services, governance, and innovation across all RAK government departments. EGA's mandate extends across digital service delivery, IT infrastructure, information security, data and analytics, and enterprise applications.
 </p>
 <p>
  <br/>
 </p>
 <p>
  We are hiring a Head of IT Service Management to establish and lead a centralized, government-wide IT service desk serving all RAK government departments. This is a foundational leadership role with a clear transformation mandate. The successful candidate will design the operating model from the ground up, define the SLA governance framework, consolidate fragmented departmental support functions into a single shared service, and build a team capable of scaling beyond internal government users to eventually serve residents, visitors, and investors on RAK's digital platform.
 </p>
 <p>
  <br/>
 </p>
 <p>
  Reporting directly to the CTO, this role operates as a peer to the Heads of Infrastructure, Solution Development, and Information Security. The service desk will serve as the single point of entry for all IT demand across government, routing incidents, service requests, and escalations to the appropriate resolver groups while maintaining end-to-end accountability for resolution quality and timeliness.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <br/>
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   What You Will Do
  </strong>
 </p>
 <ul>
  <li>
   Design and implement EGA's centralized IT service management operating model, consolidating departmental support functions into a unified, SLA-driven shared service across all RAK government entities.
  </li>
  <li>
   Establish the service desk as the single system of record for all IT demand, covering incidents, service requests, problems, change coordination, and operational intake of new services.
  </li>
  <li>
   Define, negotiate, and operationalize SLA frameworks for all service tiers, including internal resolver group SLAs and external vendor commitments, with quantitative performance management throughout.
  </li>
  <li>
   Introduce and embed an ITSM framework covering incident management, request fulfillment, problem management, change enablement, and service level management, with a maturity roadmap to move the function from reactive to proactively managed.
  </li>
  <li>
   Own and lead Major Incident (P1) management, coordinating resolver groups, leading executive communications, and ensuring post-incident reviews and root cause analysis are completed and acted upon.
  </li>
  <li>
   Establish a service catalog, service portfolio, and SLA/OLA framework ensuring all live services have defined ownership, support models, and measurable performance targets.
  </li>
  <li>
   Evaluate and make a recommendation on the optimal delivery model for the service desk, including the potential for full or partial outsourcing, and define the governance framework to manage any outsourced components effectively.
  </li>
  <li>
   Govern relationships with managed service providers and outsourcing partners, ensuring contractual obligations and performance commitments are actively managed.
  </li>
  <li>
   Produce regular, structured performance dashboards and reports for the CTO and leadership, translating operational data into actionable insight and driving continuous improvement.
  </li>
  <li>
   Build, lead, and develop the IT service management team, fostering a culture of accountability, service excellence, and continuous improvement.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   What You Will Bring
  </strong>
 </p>
 <ul>
  <li>
   10 or more years of experience in IT service management or IT operations, with at least 5 years in a leadership role managing a service desk or IT support function at scale.
  </li>
  <li>
   Demonstrated experience designing and implementing ITSM frameworks and transitioning organizations from reactive to process-driven operations.
  </li>
  <li>
   ITIL v4 Foundation certification is required; ITIL v4 Managing Professional or Strategic Leader designation is strongly preferred.
  </li>
  <li>
   Proven experience managing multi-tiered service delivery with formal SLA governance across internal resolver groups and external vendors simultaneously.
  </li>
  <li>
   Experience in a shared services or managed services environment serving multiple client organizations.
  </li>
  <li>
   Experience evaluating outsourcing options and managing outsourced service delivery.
  </li>
  <li>
   Strong quantitative orientation; able to define metrics, build reporting frameworks, and manage a function through data.
  </li>
  <li>
   Proficiency in ITSM tooling platforms such as ServiceNow, Freshservice, ManageEngine, or equivalent.
  </li>
  <li>
   Government or public sector experience is an advantage; GCC regional experience is a further plus.
  </li>
  <li>
   English fluency is essential; Arabic is strongly advantageous given the government-wide relationship nature of the role.
  </li>
 </ul>
 <p>
 </p>
</div>


Head, IT Service Management

Xpendless Technology

<p><b>Job Title:</b> Senior ITSM Solutions Engineer</p><p>We are seeking an experienced Senior ITSM Solutions Engineer to join our team. In this role, you will lead the design, implementation, and support of IT Service Management solutions with a primary focus on Ivanti Service Manager. You will drive ITSM deployments for enterprise clients, owning the full solution lifecycle from requirements through to post-implementation support.</p><p><b>Responsibilities</b></p><ul><li>Lead the translation of client requirements into robust ITSM solution designs.</li><li>Configure, customise, and deploy Ivanti ITSM platforms in alignment with industry best practices and client objectives.</li><li>Own the integration of ITSM solutions with existing IT infrastructure, including systems, networks, and applications.</li><li>Drive testing and quality assurance activities to ensure reliability and performance of delivered solutions.</li><li>Provide senior-level technical support and troubleshooting to enterprise clients during and after implementations.</li><li>Produce and maintain comprehensive documentation including system configurations, technical specifications, and user guides.</li><li>Act as a subject matter expert on Ivanti and ITSM trends, guiding clients and internal teams on best practices.</li></ul><p><b>Qualifications</b></p><ul><li>Bachelor's degree in Computer Science, Information Technology, or a related field.</li><li>7+ years of hands-on experience in ITSM implementation, system administration, or IT consulting roles.</li><li>Proven, deep experience with Ivanti Service Manager &mdash; this is mandatory.</li><li>Ivanti certifications are required or strongly preferred.</li><li>Strong knowledge of IT Service Management principles and ITIL practices.</li><li>ITIL Foundation v4 certification required; higher ITIL certifications are a plus.</li><li>Strong analytical, problem-solving, and client-facing communication skills.</li><li>Proven ability to work independently and lead delivery in cross-functional environments.</li></ul><p><b>Key Skills</b></p><ul><li>Ivanti Service Manager</li><li>IT Service Management (ITSM)</li><li>ITIL Foundation v4</li><li>Enterprise IT Integration</li><li>Technical Support &amp; Troubleshooting</li><li>Client Communication</li><li>Solution Design &amp; Documentation</li></ul><p><b>Location</b> &mdash; Doha, Qatar (on-site)</p><p><b>Employment type</b> &mdash; Full-time</p><p>Job Type: Contract<br/>Contract length: 12 months</p><p>Pay: QAR20,000.00 - QAR25,000.00 per month</p><p>Work Location: In person</p>

Senior ITSM Solutions Engineer

Arab Solutions

<div>
 <strong>
  Job Title:
 </strong>
 Cognitive AI Project Manager
 <br/>
 <br/>
 <strong>
  Job Description
  <br/>
  <br/>
 </strong>
 The Cognitive AI Project Manager is responsible for planning, coordinating, and delivering the Cognitive AI program of work within TASMU 2.0, ensuring multi-vendor teams deliver agreed scope, milestones, and acceptance outcomes on time and within governance. The role manages dependencies across platform foundations (multicloud, security, data, integration, observability), vendor build streams (inference, RAG/KB, fine-tuning, MCP, analytics), and operational readiness activities (SLOs, runbooks, ITSM/SIEM integration). The Project Manager drives program cadence, RAID management, stakeholder communications, and contractual deliverables, ensuring solutions are production-ready, compliant, and ready for adoption by TASMU customers.
 <br/>
 <br/>
 <strong>
  Duties And Responsibilities
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Own end-to-end delivery plan: milestones, workstreams, resource plan, budget tracking, and integrated master schedule.
  </li>
  <li>
   Manage multi-vendor delivery execution: workstream coordination, dependency mapping, and delivery governance (weekly cadence, steering inputs).
  </li>
  <li>
   Maintain RAID (risks, assumptions, issues, dependencies) register and drive mitigation/closure with accountable owners.
  </li>
  <li>
   Ensure delivery aligns to TASMU architecture/security/data governance gates (design reviews, approvals, exception handling).
  </li>
  <li>
   Coordinate acceptance management: definition of completion criteria, evidence collection, test plans, and sign-off processes (KPIs/SLOs).
  </li>
  <li>
   Drive operational readiness: ITSM integration, monitoring/observability onboarding, SIEM logging, DR planning, and L1/L2/L3 handover.
  </li>
  <li>
   Manage change control: scope baseline, CR process, impact analysis, and stakeholder approvals.
  </li>
  <li>
   Run stakeholder communication: status reporting, executive summaries, action tracking, and escalation management.
  </li>
  <li>
   Coordinate vendor deliverables for documentation and enablement (IaC repos, runbooks, training materials, release notes).
  </li>
  <li>
   Support procurement/commercial governance: align delivery artefacts to contract schedules, SLAs, and service support obligations.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Skills &amp; Abilities
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Strong project management capability in complex, multi-vendor technology programs with governance and contractual delivery. Ability to manage technical dependencies across cloud, AI, data, security, and operations workstreams.
  </li>
  <li>
   Skilled in planning, scheduling, and delivery control (critical path, earned progress, milestone tracking).
  </li>
  <li>
   Strong RAID, change management, and stakeholder communication skills, including executive-level reporting.
  </li>
  <li>
   Understanding of cloud-native delivery practices (agile + DevSecOps, IaC/GitOps, environments, release management).
  </li>
  <li>
   Ability to drive outcomes through influence and structured governance, not just task tracking.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Potential Background
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   7+ years in project/program management delivering enterprise platforms or cloud/data/AI initiatives.
  </li>
  <li>
   Demonstrated experience coordinating multiple SIs/vendors and managing acceptance criteria and contractual deliverables.
  </li>
  <li>
   Experience working in regulated environments (government, telco, critical infrastructure) with security/compliance gates.
  </li>
  <li>
   Familiarity with cloud landing zones, Kubernetes platforms, observability, and ITSM/SIEM integration is preferred.
  </li>
  <li>
   Experience with hybrid delivery methods (waterfall governance + agile execution) and release-to-production processes.
  </li>
  <li>
   Certifications preferred: PMP/PRINCE2, Agile/Scrum, ITIL awareness (optional).
   <br/>
   <br/>
  </li>
 </ul>
 Skills: scrum,budget tracking,devsecops,stakeholder,slas,itil awareness,iac/gitops,itsm/siem,cloud,cr process,data,ai initiatives,prince2,pmp,agile,raid
</div>


Cognitive AI Project Manager

Search 10000+ Itsm manager jobs near you this May. New roles added regularly across leading industries. Apply today.