This role is the central IT point of contact for our Middle East operations, bridging local business needs with global IT. You will be responsible for regional IT service delivery, managing key stakeholder relationships, and ensuring global IT solutions effectively serve the Middle East market. This position requires a strategic leader who can drive operational excellence, embrace automation and AI for enhanced support, and translate data into actionable insights.

More than just operations, this is a leadership position demanding genuine people management skills. You will foster a supportive team environment and collaborate actively with peers across the IT Service community. Integrity, inclusive leadership, and a shared commitment to team success are core to this role.

Serve as the main liaison for local business leadership across Middle East offices, representing Tech@BCG. Build and maintain strong senior stakeholder relationships, positioning IT as a strategic partner. Gather and relay local business demands and feedback to the global IT organization, translating needs into actionable IT inputs. Manage critical incident escalations and develop executive support playbooks. Oversee regional capacity management, aligning with global targets and translating business demand into resource requirements. Develop cost-to-serve visibility at the office level to inform data-driven discussions. Drive a strategic shift towards automation and self-service support models. Set and achieve targets for contactless and low-contact issue resolution. Implement AI-assisted triage and resolution tools within local support workflows. Maintain an automation backlog and systematically convert recurring demands into scalable solutions. Enhance ticket and knowledge base quality to reduce escalations and prevent recurring issues. Ensure secure service fulfillment patterns and enforce compliance with device management and access control standards. Mitigate operational risks through disciplined change management and resilience practices. Collaborate closely with Information Security, Risk Management, and Compliance (ISRM) teams to maintain a strong regional security posture.

Possess 8-12 years of experience in IT Service Management, Digital Workplace, or End-User Computing leadership. Demonstrate proven success in managing multi-site or regional service delivery across geographically dispersed teams. Have a background in service transformation or operating model redesign, with a track record of improving functional operations. Exhibit hands-on familiarity with AI-enabled/automated support tools and modern Enterprise Service Management (ESM) platforms. Show a strong foundation in financial management, capacity planning, and cost-to-serve modeling. Possess experience in vendor management and contract governance within contracted or hybrid delivery models. Fluency in English is essential; Arabic proficiency is a significant advantage in the region. Be prepared for occasional travel across Middle East office locations, as in-person presence is valued.