Sr. Specialist, Service Excellence - #58042

EDGE


Date: 1 week ago
City: Abu Dhabi
Contract type: Full time
  • Develop and implement strategies to improve InfoSec service delivery, including incident management, problem resolution, and service request fulfillment.
  • Work with cross-functional teams to identify areas for improvement and implement solutions to enhance service quality and efficiency.
  • Establish and monitor key performance indicators (KPIs) to measure and evaluate the effectiveness of InfoSec service delivery.
  • Analyze service metrics and customer feedback to identify trends, root causes of issues, and areas for improvement.
  • Collaborate with IT and InfoSec teams to develop and implement best practices, standards, and processes to ensure consistent service delivery.
  • Provide leadership, guidance, and mentorship to junior team members to foster a culture of excellence and continuous improvement.
  • Serve as a subject matter expert on IT and InfoSec service management frameworks, methodologies, and tools (e.g., ITIL, Agile, ITSM…).
  • Partner with stakeholders to understand their requirements and expectations and ensure alignment with InfoSec service delivery objectives.
  • Drive initiatives to automate and streamline IT/InfoSec service delivery processes to increase efficiency and reduce manual effort.
  • Stay informed about emerging trends, technologies, and best practices in InfoSec service management to recommend and implement innovative solutions.

Experience:

  • Minimum 5 years of experience in Information Security or IT Operations
  • Experience in UAE or Middle East is desirable
  • Minimum of 2 years in an InfoSec or IT Operations team for a large enterprise

Education:

  • Bachelor's degree or comparable, with emphasis in Computer Science, Cyber Security, or a related field
  • Lean or Six Sigma certification is preferred

Key Skills:

  • Strong understanding of IT service management frameworks and methodologies (e.g., ITIL, Agile).
  • Proven experience in leading cross-functional teams and driving process improvement initiatives.
  • Excellent analytical, problem-solving, and decision-making skills.
  • Exceptional communication and interpersonal skills, with the ability to effectively interact with stakeholders at all levels.
  • Certification in IT service management (e.g., ITIL Foundation, PMP) is highly desirable.
  • Experience with IT service management tools (e.g., ServiceNow, ManagedEngine) is a plus.
  • Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.

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