End User Support Associate Director
End User Support Associate Director
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Job Description
Associate Director - Digital Workplace (End-user Services) Our client is a prominent Sovereign Wealth Fund in Abu Dhabi, focused on hiring a forward-thinking Associate Director - Digital Workplace to...
Our client is a prominent Sovereign Wealth Fund in Abu Dhabi, focused on hiring a forward-thinking Associate Director - Digital Workplace to lead IT service delivery and drive modernization across enterprise end-user services.
About the RoleThis senior leadership role is responsible for:
- Leading and modernizing the enterprise service desk and end-user support.
- Transitioning from SLA-driven to experience-level agreements (XLAs) focused on outcomes.
- Implementing automation, AI, and self-service solutions to enhance user empowerment.
- Driving operational excellence through ITIL processes, ITSM tools (ServiceNow/Freshservice), and continuous improvement.
- Partnering with stakeholders to improve digital adoption, satisfaction, and business alignment.
- 10+ years' experience in IT service delivery, end-user support, or helpdesk leadership.
- Proven track record in modernizing service desks using AI, automation, and proactive service delivery.
- Strong background in ITIL, governance, RCA, and vendor management.
- Bachelor's degree in IT, Computer Science, or related field (required).
- ITIL Foundation certification (required); advanced ITIL or Microsoft/ServiceNow certifications are a plus.
- Excellent leadership, stakeholder management, and strategic thinking skills.
If you're an experienced IT service leader passionate about driving transformation in end-user services, we'd love to hear from you. Apply now or reach out directly for a confidential discussion.
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Job Overview
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Location
Abu Dhabi, United Arab Emirates
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Offered Salary
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Industry
Executive Positions -
Date Posted
2 weeks ago