Head of Technology Service Delivery

KEY RESPONSIBILITIESService Operations & User ExperienceOwn the end-to-end IT service lifecycle from incident receipt through resolution, ensuring adherence to ITIL-aligned processes for incident, problem, change, and request management.Establish, measure, and report against defined SLAs for response times, resolution rates, first-call resolution, and user satisfaction across all tiers (L0, L1, L2).Operate a tiered support model with clear escalation paths spanning the Business Relations-owned Service Desk (L0) through L1 and L2, so that users experience a single, seamless point of contact for all technology issues.Champion a premium service culture where every user interaction — whether a routine request or a critical incident — is handled with professionalism, urgency, and a commitment to first-time resolution.Drive continuous improvement initiatives using data from the ITSM platform, identifying trends, repeat incidents, and systemic issues for root-cause elimination.Proactively identify opportunities to improve the end-user technology experience, reducing friction before it becomes a reported issue.Infrastructure, Platforms & CloudOversee the availability, performance, and security posture of core infrastructure including Azure cloud environments, Microsoft 365, on-premises servers, and networking (LAN/WAN/SD-WAN).Lead the ongoing migration and optimisation of workloads to cloud platforms, ensuring resource utilisation is efficient and cost-effective.Own operational SLA management for infrastructure service providers, working collaboratively with Risk & Governance who manage the contractual and commercial relationship.Drive the infrastructure roadmap in collaboration with Enterprise Architecture, including cloud migration, network modernisation, and platform consolidation across the GCC.Evaluate and recommend new technologies and platforms that improve operational efficiency, scalability, and resilience.Ensure disaster recovery and business continuity plans are maintained, tested through periodic drills, and audit-ready for all critical infrastructure.Applications & Support DeliveryOwn the support, maintenance, and continuous improvement of the Group application estate, including business applications, the Jira platform, mobile and digital services, and Azure-hosted workloads.Ensure application issues are managed within the incident, problem, and request lifecycle, with clear L2/L3 ownership and defined resolution SLAs.Partner with the BRM & PMO pillar on project-to-service transition, ensuring new and changed applications are onboarded into support with documentation, runbooks, and agreed service levels.People LeadershipLead, develop, and performance-manage a team of 15 across multiple sub-functions and geographies.Build a high-performance, service-oriented culture where team members take ownership of outcomes and treat every user as a premium customer.Recruit, onboard, and retain high-calibre talent across all sub-functions, ensuring the team is fully staffed with permanent employees.Support Emiratisation objectives within the function where applicable.Stakeholder ManagementServe as the primary point of contact for business unit leaders on all service delivery matters, building trust through transparency, reliability, and responsiveness.Provide regular reporting to the Group Head of Technology on service performance, capacity, cost, risk, and improvement initiatives.Collaborate with the Cybersecurity, Risk & Governance, and Business Relations & PMO pillars — including a defined handoff with the BRM-owned Service Desk (L0) — to ensure integrated, end-to-end service delivery across the GGT function.VIP & Family Office SupportEnsure a dedicated, concierge-level support model for the Family Office and VIP stakeholders, delivered through appropriately skilled and security-cleared End User Support (L1) personnel.Maintain discretion, confidentiality, and premium service standards befitting a family-owned group representing world-class brands.Anticipate needs rather than waiting for requests — proactive service management is the baseline expectation for this tier.Cost Management & OptimisationManage the operational technology budget for the service delivery function, ensuring cost transparency and value for money.Identify opportunities to optimise cloud spend, rationalise infrastructure, and reduce total cost of ownership without compromising service quality.Provide business cases for technology investments and capacity expansions as required.PERSON SPECIFICATIONEssential RequirementsMinimum 10 years of progressive experience in IT service delivery or IT operations, with at least 4 years in a leadership role managing multi-tier support functions.Proven experience managing infrastructure environments including Azure/cloud platforms, Microsoft 365, enterprise networking, and on-premises server estates.Demonstrated experience leading cloud migration and optimisation initiatives.Strong understanding of ITIL frameworks and IT service management practices (ITIL certification preferred).Experience leading teams of 10+ across multiple locations or geographies.Track record of establishing and improving SLAs, KPIs, and service management reporting.Excellent communication and stakeholder management skills, comfortable operating at executive/board level.Desirable RequirementsExperience delivering technology services in a luxury, premium, or high-net-worth environment (e.g. luxury automotive, private banking, hospitality, family offices).Experience in the automotive, retail, or diversified conglomerate sector.Previous experience in the UAE/GCC region, with understanding of local labour market dynamics including Emiratisation.Microsoft certifications (Azure Administrator, M365) or equivalent.Experience with ITSM platforms (e.g. ServiceNow, Freshservice, Samanage).Exposure to SASE/SSE or security operations in a service delivery context.Personal AttributesService excellence mindset — instinctively holds technology support to the same standard as a five-star guest experience. Understands that in a premium brand environment, the quality of internal service reflects the quality of the brand itself.Operationally hands-on — comfortable rolling up sleeves in a lean organisation while maintaining strategic perspective.Calm under pressure with strong problem-solving ability during major incidents or outages.Culturally sensitive, with the ability to work effectively in a family-owned, multi-national conglomerate environment.Data-driven and metrics-oriented, with a bias toward transparency and accountability.Comfortable operating in a transformation environment where processes and structures are being built, not inherited.WORKING CONDITIONSStandard office hours with on-call responsibilities for major incidents and critical infrastructure events.Based in Dubai; travel may be required within the GCC.Reports into a flat GGT leadership structure with direct access to the Group Head of Technology.