G42
Specialist – Service Management (CPX)
- Permanent
- Abu Dhabi, United Arab Emirates
- Experience 2 - 5 yrs
Job expiry date: 25/01/2026
Job overview
Date posted
11/12/2025
Location
Abu Dhabi, United Arab Emirates
Salary
AED 10,000 - 15,000 per month
Compensation
Salary only
Experience
2 - 5 yrs
Seniority
Experienced
Qualification
Bachelors degree
Expiration date
25/01/2026
Job description
The Specialist – Service Management (CPX) is responsible for optimizing and enhancing IT service management processes, policies, procedures, and guidelines in alignment with ITIL standards. The role ensures operational documentation meets completeness and quality requirements, supports periodic ITSM process reviews, and provides guidance to teams on ITIL adherence. The specialist manages the full service management lifecycle, conducts impact analysis, performs change assessments, runs CAB and PAB sessions, governs major incident management, and oversees Root Cause Analysis and Post Implementation Reviews. Responsibilities include monitoring process performance, tracking issues, incidents, problems, and unauthorized changes, managing knowledge management documentation quality, and ensuring readiness of end users, suppliers, business units, and technical teams during handovers and acceptance activities. The role also keeps stakeholders updated on process compliance, ensures adherence to ITIL frameworks, and supports service owners and service managers in continuous improvement initiatives.
Required skills
Key responsibilities
- Participate in the preparation and improvement of ITSM processes, policies, procedures, and guidelines.
- Ensure operational documentation meets required completeness and quality standards.
- Support service owners in performing periodic ITSM process reviews and identifying improvement opportunities.
- Monitor and report process performance to relevant stakeholders.
- Support service managers in ensuring process policies, procedures, and guidelines are in place and conducting awareness activities.
- Guide teams to follow ITSM policies, procedures, and ITIL standards.
- Manage the service management lifecycle in day-to-day operations efficiently and effectively.
- Conduct impact analysis, perform change assessments, and run CAB, PAB, and Root Cause Analysis.
- Manage major incidents and coordinate related communication and documentation.
- Govern the knowledge management process, ensuring documentation quality, completeness, and relevance.
- Evaluate and ensure readiness of end users, suppliers, business units, and technical teams for handovers and acceptance.
- Conduct and verify Post Implementation Reviews and investigate issues arising from change implementations.
- Track and report issues, incidents, problems, and unauthorized changes.
- Ensure stakeholders remain informed and follow required ITSM processes.
Experience & skills
- ITIL v3 Foundation or higher certification.
- Knowledge of ITIL Service Operations.
- Bachelor’s degree in Computer Science, Computer Engineering, Information Technology, Information Systems, or equivalent.
- 0–4 years of relevant experience in service management or IT operations.
- Ability to conduct change assessments, impact analysis, RCA, CAB, PAB, and PIR activities.
- Proficiency in ITSM process adherence, documentation standards, and lifecycle management.
- Strong analytical thinking, problem-solving, and attention to detail.
- Good verbal and written communication skills.
- Ability to work collaboratively, demonstrate accountability, and maintain strong organization and punctuality.
