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 lead IT service delivery and drive modernization across enterprise end-user services.
About the Role
This 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.
Candidate Requirements 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.

Skills Required