IT Service Delivery Analyst

Responsibilities

• Act as the primary escalation point for IT services in Abu Dhabi, driving operational performance and stable operations.
• Support IT functions and service delivery for the UAE and APAC regions.
• Ensure regional service delivery aligns with global standards by identifying issues, gaps, and driving resolutions.
• Monitor real-time issues and track incidents, requests, and KPIs/SLAs using ServiceNow.
• Develop and maintain positive working relationships with suppliers, business units, and internal IT teams.
• Support IT Service Management processes to maintain technology operations and achieve business outcomes.

Requirements

• University degree or college diploma in Technology, Computer Science, Project Management, or a related field.
• 5 to 10 years of experience in IT Service Management (ITSM).
• 5 to 10 years of experience in IT Technical Support or customer-facing roles.
• Working knowledge of ServiceNow and reporting capabilities.
• Strong interpersonal and communication skills with the ability to work in a diverse, global team.
• Excellent problem-solving skills and a strong focus on customer service.
• Ability to reside in Abu Dhabi (this position is onsite at Al Bateen Executive Airport).

About the Company

Bombardier designs, builds, and maintains peak-performing aircraft for governments, militaries, and business leaders worldwide. We prioritize employee growth and excellence, empowering our team members to push the boundaries of the aviation industry.