IT Product Service Manager - Dnata

Job Purpose

At Emirates, we believe in connecting the world to and through our global hub in Dubai and in constantly innovating to ensure our customers Fly Better. Emirates Group IT thrives on the dynamic nature of technology Being pioneers in aviation innovation were always at the forefront pushing boundaries. We are on the lookout for exceptional IT professionals to fortify our position as leaders in the industry. Embark on a journey with the worlds largest international airline and become a vital part of our cutting-edge information and technology as an IT Product Service Manager- dnata.

Join our Service Management team, where a ‘business first’ mindset drives our commitment to managing end-to-end business services. We ensure stable, secure, and optimized operations across end user devices, connectivity, applications, and infrastructure. Thriving in a fast-paced environment, our team is dedicated to protecting the brand, revenue, and operations of Emirates Group by collaborating seamlessly with business, IT, and supplier teams. If youre passionate about delivering exceptional business service management and making a significant impact, we invite you to apply and to contribute to the success of Emirates Group.

IT Product Service Manager- dnata you will drive end-to-end Product Service Management discipline within the respective assigned IT Portfolio in accordance with ITIL throughout our IT portfolios, products, sub-products, and supporting services, including third-party services. Ensure strategic alignment between product outcomes and service efficiency. Maintain operational oversight, governance and promote a culture of continuous improvement and resilience across the IT product portfolio.

In This Role You Will

• Deliver the service management strategy for products, sub-products, underpinning services, and third-party products and services within the assigned IT Portfolio, in close collaboration with Product Delivery, Quality Engineering, Infrastructure, TechOps and CyberSecurity. Ensure alignment with business goals, resilience targets, transformation priorities as well as underpinning service fulfilment requirements.
• Own, establish and drive product service fulfilment delivery of underpinning services (e.g. provided by Cybersecurity, Infrastructure and TechOps) required for effective and efficient product and sub-products within the respective portfolio.
• Design, develop, maintain and govern within the respective portfolio a data and insights driven, product-centric service management dashboard (incl. incidents, problems, changes, capacity, technical debt, and continuous improvement initiatives) across all respective products and underpinning services. Drive behaviour change via service management product scorecards for better product/service/fulfilment reliability, outcomes and customer trust.
• Embed operational hygiene practices, including go-live readiness, resiliency drills, failover and recovery testing, in adherence to policies, standards & procedures. Liaise with cross-functional teams such as Change, Problem, Capacity, Observability, and Tools to ensure consistency and integration across platforms and underpinning services.
• Drive consistency, accountability, and service excellence across service management disciplines, incl. leveraging standardised underpinning services for scale through structured engagement and influence. Manage third-party service performance, contract adherence, and service reviews, and act as the key operational interface to Product and Enterprise Technology to influence lifecycle improvements and operational priorities.
  
  

Qualification

To be considered for this role, you must meet the below requirements:

• Degree in Information Technology, Engineering or any related field.
• ITIL/ITSM certification is essential.
• 8 + years of Information Technology Experience (including experience in IT operations, Infrastructure or service management).
• Experience in an international global distributed organisation with complex product portfolio and infrastructure landscape (5+ years in service management lead role for a large-scale company).
  
  

Knowledge/skills

• Critical Infrastructure IT experience preferred.
• Solid knowledge of state of the Art end-to-end ITIL practices and ITIL implementation experience.
• Highly developed critical thinking skills with ability to challenge established working practices.
• Proven experience in a Cross-Functional/ Matrix organisation.
• Understanding of IT Product Management & underpinning Infrastructure components
• 3rd party vendor service and stakeholder management
• Solid Understanding of the various interdependencies that make up the end-to-end business service.
  
  

Leadership role: Yes

Salary & benefits

Join us in a management role and enjoy an attractive tax-free salary. On top of our generous travel benefits, including discounted flights and hotel stays around the world, this managerial role also has an excellent leave and healthcare package. That’s on top of transport benefits, life insurance and more. Find out what it’s like to live and work in our fast-paced, cosmopolitan home city in the Dubai Lifestyle section of our website www.emirates.com/careers

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