Middle East IT Service Senior Manager (AI)

Location: Dubai or Riyadh, with occasional travel across Middle East office locations

Company

Boston Consulting Group is a global consulting firm supporting business and societal leaders with complex strategic and operational challenges.

What you will do

• Serve as the primary technology contact for business leadership across Middle East offices and manage senior stakeholder relationships.
• Own regional IT service delivery, including escalations, executive support playbooks, capacity planning, and cost-to-serve visibility.
• Drive automation and self-service for recurring support requests, including AI-assisted triage and resolution workflows.
• Manage the automation backlog, improve ticket and knowledge quality, and reduce recurring incidents and engineering escalations.
• Embed secure fulfilment, device management, access control, compliance, change management, and resilience practices into service operations.
• Lead and develop the regional IT service team while collaborating with the broader EMESA IT Service community.

Requirements

• 8–12+ years of experience in IT Service Management, Digital Workplace, or End-User Computing leadership.
• Experience running multi-site or regional service delivery across geographically dispersed teams.
• Experience with service transformation or operating model redesign.
• Hands-on familiarity with AI-enabled and automated support tooling and modern ESM platforms.
• Strong financial management, capacity planning, cost-to-serve modelling, vendor management, and contract governance experience.
• Fluent English required; Arabic proficiency is advantageous. Occasional travel across Middle East office locations is expected.

Culture & Benefits

• People leadership focused on integrity, listening, team development, and high-quality work.
• Collaborative participation in the broader EMESA IT Service community.
• Equal opportunity employment environment.