IS Service Delivery & Assurance Manager for AMEA region

IS Service Delivery & Assurance Manager for AMEA region

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Ensures execution of IS service delivery to the IS Regions (UAE, Egipt, India, Africa, Asia) and the associated businesses by owning stakeholder relationships for all IS Infrastructure services at a regional level, including aggregating demand for new and improved IS Infrastructure services and ensuring overall business satisfaction with existing Infrastructure services.


1. Solutions
Ensures continuous service improvement of the Service Delivery & Assurance function within a AMEA region, including performance management and operational demand.

2. IS Delivery
- Leads service delivery to regional level IS and business management by owning and monitoring IS service delivery targets. Maintains relationships with IS and business management at regional level to clarify trade-offs for cost, time and demand and manages expectations and requirements for delivery of global IS services.
- Leads the capture, analysis, assessment, aggregation and prioritization of new IS business facing infrastructure service demand as part of IS Service portfolio management for relevant region.
- Involved in large audit and major security issues and where needed be involved in major compliance incidents.
- Involved in M&A projects.

3. Processes
- Coordinates the delivery of IS business facing services to meet the required levels of quality.
- Ensures Service Delivery & Assurance’s execution of their assigned activities in the Run IS service delivery processes within the AMEA region.

4. IS Standards
- Ensures the Service Delivery & Assurance team's objectives and ways of working within the relevant region are aligned to IS strategic objectives and targets, and compliant with ABB IS Enterprise Architecture and any other applicable ABB Group Directives and ABB Group Guidelines.
- Drives a standardized way of working i.e. for capturing operational demand, for discussing and reporting performance.

5. Budget
Ensures alignment of IS business facing services budget with business priorities and delivers activities within agreed schedules and costs. Participates in the definition of costs and schedules with Global IS Service Delivery & Assurance Manager.

6. Stakeholder Management
- Ensures satisfaction with IS services by assessing expectations, verifying that actions are taken to close any gaps, and influencing stakeholder perceptions of IS service.
- Manages relationships with regional and divisional IS & business heads and Global IS Service Delivery & Assurance Manager to provide status updates, resolve issues, and manage expectations.

7. Incident, Change or Project
- Deals with and provides input for any incident, change or project which has, or might have, a major impact on IS service delivery for the relevant geographical area.
- Informs/consults with relevant IS colleagues on any incident, change or project with which they are involved, which may have a major impact on the others' areas of responsibility.

8. HR
- Ensures (with HR manager support) that the area of responsibility is properly organized, staffed, skilled and directed. Guides, motivates and develops direct and indirect subordinates within HR policies.
- Manages direct reports, including performance management, total reward and development.

- Ensures Global Service Delivery and Assurance teams adhere to IS process framework and governance model.
- Attends End to End Service Portfolio Meeting.
- Acts as escalation point for relevant region and resolves disputes arising in relation to IS business facing support and infrastructure services.

10. ABB IS EA and IS Strategy
Supports the implementation of IS Strategy and the ABB IS Enterprise Architecture.


All applicants should ensure that they understand and are capable of meeting the accountabilities listed in the ‘tasks’ section for this position. Additionally, the role will require:

- Competence in spoken and written English
- Cultural awareness and the ability to work in a complex, multicultural and global team
- Be a committed team player
- Previous experience of managing large and diverse IS teams
- Experience of IS business performance and requirements management
- Periodic international travel to ABB locations in Asia, Middle East and Africa region.
- Relevant language skills for AMEA region
- MSc with 9+ years of experience.

Additional information

• Enjoy a stable employment in a company with a long history in innovation and technology
• Cooperate with experienced experts in an international environment
• Seize individual development and training opportunities, from job specific to soft skills
• Get private medical care (including offers for family members) and life insurance
• Profit from attractive remuneration based on your experience and skills, and other financial benefits, such as annual bonus and internal share purchase program
• Choose from various benefits in kind, ranging from healthy lifestyle offerings, to knowledge sharing, to teambuilding activities

Dubai, Generic, Utd.Arab Emir.
Contract type:
Business unit:
Corporate Function Information Systems
Date posted:
Job function:
Information Technology
Publication ID:

ABB (ABBN: SIX Swiss Ex) is a pioneering technology leader in electrification products, robotics and motion, industrial automation and power grids, serving customers in utilities, industry and transport & infrastructure globally. Continuing more than a 125-year history of innovation, ABB today is writing the future of industrial digitalization and driving the Energy and Fourth Industrial Revolutions. ABB operates in more than 100 countries with about 132,000 employees.

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