Senior IT Support and Service Delivery

We are looking to hire an Senior IT Support and Service Delivery who will be responsible for overseeing IT service delivery, application support operations, software license governance, vendor coordination, and service excellence initiatives for our client based in Dubai—one of the largest semi-government companies in the region. This role is on a 12-month renewable contract. The role sits within the Information Technology Department and reports directly to the IT Manager. We are looking for a passionate Senior IT Support and Service Delivery to drive high-quality IT support services, ensure effective governance of application support and software licensing, and continuously improve service delivery across the organization. The ideal candidate should have strong experience in IT service management, vendor management, software asset administration, ITSM processes, and stakeholder engagement. Key Responsibilities: • Oversee end-user application support, incident management, service requests, and operational issue resolution. • Manage relationships with vendors, application owners, and shared IT teams to ensure reliable service delivery. • Monitor vendor performance and drive continuous service improvements. • Analyze ITSM metrics and reporting to identify trends, process improvements, and automation opportunities. • Manage the software license lifecycle, including allocation, renewals, compliance, optimization, and cost control. • Conduct regular access reviews, license utilization assessments, and compliance reporting. • Support annual IT budgeting, software renewals, vendor negotiations, and cost forecasting. • Coordinate IT projects, service reviews, governance activities, and audit requirements. • Maintain service documentation, operational procedures, and knowledge management resources. • Lead the IT Service Excellence function, ensuring service delivery targets and SLAs are consistently achieved. Knowledge, Skills & Experience: • Bachelor's degree in Information Technology, Computer Science, Business Information Systems, Engineering, or a related discipline. • Proven experience in IT Service Delivery, Application Support, or IT Operations within a corporate environment. • Strong understanding of ITIL service management principles, including Incident, Request, Change, and Problem Management. • Experience managing software licensing, license compliance, renewals, and software asset governance. • Hands-on experience with ITSM platforms such as ServiceNow or ManageEngine. • Experience managing vendors, service providers, and cross-functional IT stakeholders. • Strong analytical skills with experience interpreting service metrics, license utilization reports, and operational KPIs. • Experience supporting IT budgeting, vendor renewals, procurement coordination, and cost optimization initiatives. • Excellent communication, stakeholder management, and customer service skills. • ITIL Foundation certification is highly preferred. • Experience within large enterprise organizations or the real estate, engineering, construction, or development sectors is advantageous. • Knowledge of Power BI, Excel, or similar reporting tools is preferred. Availability: • Preference will be given to candidates available immediately. We are looking for a candidate who will be able to work in the United Arab Emirates. Please apply with your resume and remember to provide us with your contact details. We will review your application within 7 working days. Should your profile match the requirements of the role, a consultant from Edari will contact you to discuss your experience, the opportunity, and the next steps in the recruitment process. Show more Show less

Bachelor's degree in Information Technology, Computer Science, Business Information Systems, Engineering, or a related discipline. Proven experience in IT Service Delivery, Application Support, or IT Operations within a corporate environment. Strong understanding of ITIL service management principles, including Incident, Request, Change, and Problem Management. Experience managing software licensing, license compliance, renewals, and software asset governance. Hands-on experience with ITSM platforms such as ServiceNow or ManageEngine. Experience managing vendors, service providers, and cross-functional IT stakeholders. Strong analytical skills with experience interpreting service metrics, license utilization reports, and operational KPIs. Experience supporting IT budgeting, vendor renewals, procurement coordination, and cost optimization initiatives.

Oversee end-user application support, incident management, service requests, and operational issue resolution. Manage relationships with vendors, application owners, and shared IT teams to ensure reliable service delivery. Monitor vendor performance and drive continuous service improvements. Analyze ITSM metrics and reporting to identify trends, process improvements, and automation opportunities. Manage the software license lifecycle, including allocation, renewals, compliance, optimization, and cost control. Conduct regular access reviews, license utilization assessments, and compliance reporting. Support annual IT budgeting, software renewals, vendor negotiations, and cost forecasting. Coordinate IT projects, service reviews, governance activities, and audit requirements. Maintain service documentation, operational procedures, and knowledge management resources. Lead the IT Service Excellence function, ensuring service delivery targets and SLAs are consistently achieved.