Principal Lead, Service Management

First Abu Dhabi Bank
Abu Dhabi
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceEducation: bachelorsSkills: ["Stakeholder management","Leadership","Proactive decision-making","Communication","Risk management"]

Lead the bank’s IT Service Management (ITSM) function by setting enterprise governance, standards, and assurance to deliver resilient, secure, and business-aligned technology services. Drive service quality, operational resilience, continuity, change enablement, configuration management, and service performance oversight across the enterprise. Partner with business, technology, risk, audit, and suppliers to strengthen service visibility, manage operational risk, and use automation, observability, and AI/AIOps for continual service improvement.

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First Abu Dhabi Bank
First Abu Dhabi Bank
1 day ago

Principal Lead, Service Management

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Last checked: 9 hours agoStatus: Live

Job Summary

Lead the bank’s IT Service Management (ITSM) function by setting enterprise governance, standards, and assurance to deliver resilient, secure, and business-aligned technology services. Drive service quality, operational resilience, continuity, change enablement, configuration management, and service performance oversight across the enterprise. Partner with business, technology, risk, audit, and suppliers to strengthen service visibility, manage operational risk, and use automation, observability, and AI/AIOps for continual service improvement.
Location: Abu Dhabi
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Sr. Manager level

Key Responsibilities

  • •Define and execute the enterprise ITSM strategy, roadmap, and operating model aligned to business, technology, and resilience objectives.
  • •Lead IT service continuity and operational resilience, including disaster recovery governance, testing programmes, recovery assurance, and regulatory readiness.
  • •Establish governance and oversight for change enablement, configuration management, service quality management, and service performance management.
  • •Drive end-to-end service visibility and service mapping to improve service ownership, dependency management, impact assessment, and resilience decisions.
  • •Represent ITSM and resilience in executive, governance, audit, and regulatory forums and lead teams to deliver continual service improvement.

Key Requirements

  • •12+ years’ experience in IT service delivery, including at least 5 years in a senior leadership role.
  • •Implement ITIL-based service management frameworks in complex, large-scale organisations.
  • •In-depth knowledge of IT operations and service management in banking/financial services with experience in critical banking systems and regulatory requirements.
  • •Demonstrated ability to manage major incidents, conduct root cause analyses, and oversee risk-controlled change management.
  • •Hands-on experience driving IT transformation (automation, cloud adoption, AI) and continual service improvement initiatives aligned to business goals.
Experience:BankingFinancial servicesIT service deliveryITSMIT transformation
Education:Bachelor's
Skills:Stakeholder managementLeadershipProactive decision-makingCommunicationRisk management
Certifications:ITIL FoundationITIL v4Certified Scrum MasterDevOps FoundationCISMCISAPMP
Languages:English
Tech Stack:ITILServiceNowPagerDutyObservabilityAIAIOpsAutomationDisaster recoveryBusiness continuityCloud adoptionITSM tools

Company Brief

First Abu Dhabi Bank
First Abu Dhabi Bank (FAB) is the UAE’s largest bank, offering retail, corporate, investment banking, wealth and Islamic banking services across multiple continents, formed by the 2017 merger of First Gulf Bank and National Bank of Abu Dhabi.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Abu Dhabi, United Arab Emirates
Founded: 2017
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