Sr. Specialist, Service Excellence

• Develop and implement strategies to improve InfoSec service delivery, including incident management, problem resolution, and service request fulfillment.

• Work with cross-functional teams to identify areas for improvement and implement solutions to enhance service quality and efficiency.

• Establish and monitor key performance indicators (KPIs) to measure and evaluate the effectiveness of InfoSec service delivery.

• Analyze service metrics and customer feedback to identify trends, root causes of issues, and areas for improvement.

• Collaborate with IT and InfoSec teams to develop and implement best practices, standards, and processes to ensure consistent service delivery.

• Provide leadership, guidance, and mentorship to junior team members to foster a culture of excellence and continuous improvement.

• Serve as a subject matter expert on IT and InfoSec service management frameworks, methodologies, and tools (e.g., ITIL, Agile, ITSM…).

• Partner with stakeholders to understand their requirements and expectations and ensure alignment with InfoSec service delivery objectives.

• Drive initiatives to automate and streamline IT/InfoSec service delivery processes to increase efficiency and reduce manual effort.

• Stay informed about emerging trends, technologies, and best practices in InfoSec service management to recommend and implement innovative solutions.

Experience:

• Minimum 5 years of experience in Information Security or IT Operations

• Experience in UAE or Middle East is desirable

• Minimum of 2 years in an InfoSec or IT Operations team for a large enterprise

Education:

• Bachelor's degree or comparable, with emphasis in Computer Science, Cyber Security, or a related field

• Lean or Six Sigma certification is preferred

Key Skills:

• Strong understanding of IT service management frameworks and methodologies (e.g., ITIL, Agile).

• Proven experience in leading cross-functional teams and driving process improvement initiatives.

• Excellent analytical, problem-solving, and decision-making skills.

• Exceptional communication and interpersonal skills, with the ability to effectively interact with stakeholders at all levels.

• Certification in IT service management (e.g., ITIL Foundation, PMP) is highly desirable.

• Experience with IT service management tools (e.g., ServiceNow, ManagedEngine) is a plus.

• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.