• 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.
RequirementsMinimum 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.
Skills Required
- Minimum 8 years relevant IT delivery experience
- 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
- Strong written and verbal English
- Arabic language (strongly preferred for client-facing role)
- ITIL 4 Managing Professional or equivalent service management certification
- PMP or PRINCE2 Practitioner
- Previous experience delivering services to UAE government entities
- Working knowledge of TDRA and federal hosting, connectivity and approval processes
- Experience coordinating hybrid teams across infrastructure, applications, cybersecurity, data and end-user support
What We Do
We are a global team who's passionate about transformative enterprise solutions & intelligent design. Our solutions and designs are out to reshape the way people interact with technology. BlackStone eIT supplies innovative solutions to automate and digitally transform human and information intensive processes. We empower breakthrough business results with smarter workflows, augmented business intelligence with AI insights, and through real-time situational awareness which all drive better business outcomes. BlackStone offers a portfolio of next generation solutions, tools, and technologies to be used as a platform to transform traditional organizations into modern smart organizations. Our solutions are designed to dramatically reduce operating costs, increase competitiveness, mitigate risk, boost internal productivity, improve the customer and employee experience, and to make the previously impossible, possible
