Head of IT Service Management & Experience

MBZUAI
Anywhere
Workplace: RemoteFull timeFunction: Administration & Executive AssistanceExperience: 10+ yearsEducation: bachelorsSkills: ["Leadership","Coaching","Stakeholder management","Communication","Data-driven decision-making"]

Own the IT Service Management & Experience capability end to end, including strategy, service portfolio, performance, cost, and continuous renewal aligned to the academic calendar. Lead Service Desk operations, experience management (XLAs/SLAs), AV/classroom services, student computing labs, and IT asset management. Govern core service management processes (incident, request, problem, change, knowledge, catalogue), lead AI-enabled service transformation, and manage, coach, and develop the service and vendor ecosystem.

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FursaFursa
MBZUAI
MBZUAI
1 day ago

Head of IT Service Management & Experience

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Source: Company careers pageValidated by: Fursa AI
Last checked: 11 hours agoStatus: Live

Job Summary

Own the IT Service Management & Experience capability end to end, including strategy, service portfolio, performance, cost, and continuous renewal aligned to the academic calendar. Lead Service Desk operations, experience management (XLAs/SLAs), AV/classroom services, student computing labs, and IT asset management. Govern core service management processes (incident, request, problem, change, knowledge, catalogue), lead AI-enabled service transformation, and manage, coach, and develop the service and vendor ecosystem.
Location: Anywhere
Workplace: Remote
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Lead end-to-end ownership of the Service Management & Experience capability, including multi-year strategy/roadmap, service portfolio, performance, cost, and continuous renewal.
  • •Run day-to-day Service Desk operations across channels and improve resolution times, first-contact resolution, and satisfaction using the enterprise ITSM platform as the system of record.
  • •Manage the support experience through XLAs/SLAs, set standards of care for high-visibility support, and use satisfaction/effort/sentiment data to prioritize service improvements.
  • •Own reliable delivery of audiovisual and classroom/media services, ensure student computing lab availability and readiness, and manage IT asset intake, deployment, tracking, refresh, and secure disposal.
  • •Own core service management practices (incident, request fulfilment, problem, change enablement, knowledge, service catalogue), lead AI-enabled service transformation, and manage teams and vendor governance.

Key Requirements

  • •Bachelor’s degree in Information Technology, Computer Science, Information Systems, Business Administration, or a related discipline.
  • •Minimum 10 years of progressive IT service-delivery and support experience, including at least 5 years in a senior management or capability-ownership role.
  • •Proven end-to-end ownership of a service/capability (strategy, roadmap, budget, sourcing, vendor governance) and experience leading an IT Service Desk and end-user services in higher education or a similar environment.
  • •Strong grounding in ITIL 4 service management (incident, request, problem, change, knowledge, service catalogue) and hands-on experience with enterprise ITSM platforms and reporting.
  • •Experience owning AV/classroom technology and computing-lab estates, improving service performance and user experience using KPI/SLA frameworks, and leading operational transformation while managing stakeholders effectively.
Experience:10+ yearsHigher educationResearch-intensive environment
Education:Bachelor's
Skills:LeadershipCoachingStakeholder managementCommunicationData-driven decision-making
Tech Stack:ITIL 4ITSMEnterprise ITSM platformAI

Company Brief

MBZUAI
Mohamed bin Zayed University of Artificial Intelligence is a graduate-level research university in Abu Dhabi focused on AI education, research, and industry collaboration. It offers advanced programs in machine learning, computer vision, natural language processing, and related fields.
Industry: Higher Education
Company Size: Large (251 to 1,000 employees)
Growth: Government & Public Sector
Funding: Government Funded
Headquarters: Abu Dhabi, United Arab Emirates
Founded: 2019
WebsiteLinkedIn