Mission

Act as the single point of accountability for service delivery performance, client escalation, and continual service improvement (CSI) — ensuring operational excellence and alignment with strategic business outcomes.

Key Responsibilities

• Own and manage the managed services contract, including KPIs, SLAs, and penalty frameworks; deliver detailed monthly service review reports.
• Oversee change management processes, including CAB approvals and root cause analysis (RCA) sign-offs for incidents.
• Manage resource staffing plans, maintain skill matrices, and ensure compliance with ADNOC HSE and ADNOC-IS governance standards.
• Lead the CSI backlog and improvement roadmap, ensuring measurable progress against business objectives.
• Act as the primary technical liaison, translating complex issues (e.g., related to Kubernetes environments) for non-technical stakeholders.

Requirements

• 10+ years of IT service delivery management experience, preferably in regulated industries (e.g., oil & gas, government, finance).
• ITIL v4 Managing Professional (MP) certification or higher.
• Working knowledge of Kubernetes concepts and ability to facilitate executive-level communication on technical matters.

• Preferred Attributes
• Strong leadership in client-facing roles with a focus on service excellence.
• Experience in environments governed by strict compliance standards and mission-critical infrastructure.
• Familiarity with ADNOC-related operational frameworks is a plus.