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