About this role
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Prepare and maintain the Mobilisation , transition and service management plan, including dependencies, risks, milestones and readiness criteria.
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Lead Blackstone's multidisciplinary onsite and offshore team and coordinate priorities with BlackstoneEIT Project Manager and designated stakeholders.
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Manage service reviews, SLA/KPI reporting, risks, issues, escalations, action tracking and continuous service improvement.
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Ensure incidents, problems, changes and service requests are governed through the agreed ITSM processes and escalation paths.
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Coordinate candidate onboarding, knowledge transfer, access readiness, documentation and operational handover activities.
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Maintain accurate monthly service reporting, decision logs, dependency tracking and executive-level updates.
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Control scope and ensure that additional requirements, material changes or commercial impacts are assessed and confirmed through the agreed governance process.
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Coordinate with Blackstone technical practices and third parties where specialist support is required.
Requirements
Minimum Experience and Qualifications
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Minimum 8 years of relevant IT delivery experience, including at least 3 years leading managed services, service transition or multi-domain support teams.
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Demonstrable experience managing SLA-based services, customer governance, escalations and operational reporting.
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ITIL 4 Managing Professional or equivalent service management certification preferred.
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PMP or PRINCE2 Practitioner preferred.
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Strong written and verbal English; Arabic is strongly preferred for this client-facing role.
Preferred Profile
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Previous experience delivering services to UAE government entities.
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Working knowledge of TDRA and related federal hosting, connectivity and approval processes.
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Experience coordinating hybrid teams across infrastructure, applications, cybersecurity, data and end-user support.
Expected Contribution
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Mobilisation milestones and dependencies are managed transparently and escalated early.
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Service reporting is accurate, timely and aligned with the mutually confirmed SLA/KPI schedule.
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Client decisions, risks, actions and scope changes are documented and governed.
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Blackstone teams operate as one coordinated delivery unit.