Director – Service Management

OverviewThe opportunityLooking for a qualified Director – Service Management, at Core42 to assist in driving operational excellence, optimizing operational processes, and enhancing customer satisfaction across Core42’s products and services globally.Reporting to the Senior Director - Cloud Operations and Projects, you will collaborate closely with cross-functional teams to identify areas for improvement, define service improvement plans, and drive measurable outcomes that align with business objectives.Core42 is the UAE’s national-scale enabler for cloud and generative AI, combining G42 Group’s expertise across multiple technology disciplines into a single platform for public sector and large enterprise transformations. Building on our capabilities as sovereign cloud and HPC specialist, we bring generative AI, cybersecurity, professional and managed services expertise to enable national-scale program deployments across industries.ResponsibilitiesPeople Management Provide leadership and direction to the service management team, fostering a culture of continuous improvement and innovation. Propose and communicate team’s and individual KPIs and ensure they are in line with department, division and Core42 strategic goals. Oversee the performance of direct reports, provide direction and guidance to the employees on achieving the team’s objectives. Engage with the department head to identify opportunities to improve the team’s performance. Provide constructive feedback to direct reports and provide inputs to the department head on performance of employees. Coach & develop the team to achieve their potential.Functional Develop and implement a strategic vision for service management within the Cloud Operations Portfolio, aligned with organizational goals and objectives. Lead the identification and prioritization of service improvement opportunities based on key performance indicators (KPIs), customer feedback, and industry best practices. Define and drive service improvement plans, initiatives, and projects to enhance the quality, efficiency, and effectiveness of services delivery. Establish metrics and performance targets to measure the success of service improvement initiatives, and regularly report on progress to senior management. Drive the adoption of IT service management (ITSM) best practices and frameworks (e.g., ITIL) within the Cloud Operations Portfolio, ensuring alignment with industry standards and compliance requirements. Collaborate with Process Excellence team to optimize operational processes, workflows, and procedures to streamline service delivery, increase efficiency, and reduce operational costs. Establish and maintain service level agreements (SLAs), operational level agreements (OLAs), and key performance indicators (KPIs) for cloud services, and monitor performance against targets.OrganisationalManagement Reporting Contribute to the development of periodic reports, as requested by the department head. Propose and recommend remedial activities to manage any quality or non-compliance issues that arise during the review of periodic reports.QualificationsTo qualify for the role, you must have: A successful record of leading and cultivating a motivated and positive team culture, along with a commitment to continuous improvement Bachelor's degree in Computer Science, Information Technology, Information Systems, or equivalent field. Minimum of 8-10 years of experience in IT service management, with a focus on cloud services and operations. Proven track record of leadership and success in driving service improvement initiatives within a complex and fast-paced environment. Ability to make decisions under pressure, manage resources efficiently, and adapt to evolving technologies and industry trends are key attributes. Strong understanding of IT service management frameworks, methodologies, and best practices, such as ITIL. In-depth domain knowledge of cloud and broad scope of IT infrastructure technologies.What We Look ForIf you are a performance-driven, inquisitive mind with the agility to adapt to ambiguity, you will fit right in. You should be eager to explore opportunities to build meaningful collaborations with stakeholders and aspire to create unique customer-centric solutions. Bias for action and a passion to conquer new frontiers in the AI space is at the heart of the Core42 community.What Working At Core42 OffersCulture: An open, diverse and inclusive environment with a global vision that encourages personal growth and focuses on ground-breaking, industry-first innovations.Career: Outstanding learning, development & growth opportunities via structured training programs and innovative, high-tech projects.Work-Life: A hybrid work policy to strike the perfect balance between office and home.Rewards: A competitive remuneration package with a host of perks including healthcare, education support, leave benefits and more.If you can confidently demonstrate that you meet the criteria above, please contact us as soon as possible.