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Team Lead – IT Operations - Job Opportunity at VAM Systems

Dubai, AE
Full-time
Senior
Posted: July 12, 2025
On-site
AED 180,000 - 250,000 per year (USD 49,000 - 68,000). This estimate is based on the senior-level requirements, team leadership responsibilities, and Dubai's competitive IT market. The role's complexity involving ITIL processes, cloud management, and pharmaceutical compliance typically commands premium compensation in the UAE market.

Key Responsibilities

Lead strategic implementation and continuous improvement of ITIL processes including Incident Management, Problem Management, Change Management, and Service Request Management to ensure operational excellence and adherence to industry best practices
Drive digital transformation initiatives through comprehensive administration and maintenance of Office 365 environments, including Exchange Online, SharePoint, Teams, and OneDrive for Business, while managing user accounts, licenses, and security settings
Provide executive-level communication facilitation with global teams, conflict resolution, and ensure completion of critical training programs within stipulated timelines to maintain operational continuity
Oversee cloud-based solutions and participate in strategic cloud migration projects, supporting multi-platform environments including AWS and Azure to optimize business operations
Ensure regulatory compliance through oversight of GxP and GMP systems, providing level-1 support while maintaining system documentation and minimizing business disruption
Manage IT service delivery through comprehensive ticketing solution oversight, ensuring proper logging, categorization, prioritization, and timely resolution of support requests
Lead and develop a high-performing team of IT support professionals, providing mentorship, training, and development opportunities while ensuring efficient task distribution and issue resolution
Deliver strategic insights to leadership through regular reporting on incident trends, SLA performance, system issues, and cloud engagement statuses while maintaining detailed documentation
Ensure enterprise-wide compliance with regulatory standards including GxP, GMP, and internal security policies through collaboration with IT Security teams
Manage complete IT asset lifecycle from procurement through decommissioning, including tracking, deployment, maintenance, and conducting regular audits to optimize asset utilization and mitigate risks

Requirements

Education

Bachelor's degree in Information technology, Computer Science, or related field (or equivalent work experience)

Experience

10+ years of experience in IT operations, with at least 2 years in a Team Lead role

Required Skills

Strong knowledge and experience with ITIL processes and service management frameworks Experience with Office 365 administration, including Exchange, SharePoint, Teams, and OneDrive for Business Experience supporting cloud environments, such as AWS, Azure, or similar platforms Solid understanding of GxP and GMP compliance and system support Hands-on experience with IT ticketing solutions (e.g., Manage Engine) Strong communication, leadership, and team management skills Ability to work in a fast-paced, dynamic environment and handle multiple tasks simultaneously

Certifications

ITIL certification is highly desirable GxP/GMP knowledge or certification is a plus Advanced ITIL certification (e.g., ITIL V4 Foundation and ITIL V4 Managing Professional)
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Sauge AI Market Intelligence

Industry Trends

The UAE's IT operations market is experiencing significant growth driven by the country's Vision 2071 digital transformation initiative and the establishment of Dubai as a global technology hub. Organizations are increasingly adopting cloud-first strategies and implementing comprehensive ITIL frameworks to support their digital infrastructure, creating high demand for experienced IT operations leaders who can manage complex, multi-platform environments. The pharmaceutical and biotechnology sector in the UAE is rapidly expanding, particularly following the COVID-19 pandemic, with increased focus on GxP and GMP compliance. This sector requires specialized IT operations expertise to maintain regulatory compliance while supporting digital transformation initiatives, making professionals with both IT operations and pharmaceutical industry experience highly valuable. Cloud adoption rates in the Middle East are accelerating, with organizations migrating from on-premises solutions to hybrid and multi-cloud environments. This trend is driving demand for IT operations professionals who can manage Office 365 environments, AWS, Azure, and other cloud platforms while ensuring security and compliance standards are maintained.

Role Significance

Based on the leadership requirements and scope of responsibilities, this role typically manages a team of 5-10 IT support professionals across multiple specializations including cloud operations, service desk, and compliance support.
This is a senior-level position with significant strategic impact, requiring 10+ years of experience and team leadership responsibilities. The role involves managing critical IT infrastructure, ensuring regulatory compliance, and driving digital transformation initiatives that directly impact business operations and organizational success.

Key Projects

Implementation and optimization of ITIL service management frameworks across the organization Cloud migration projects involving Office 365, AWS, and Azure platforms GxP and GMP compliance system implementations and upgrades IT asset lifecycle management and optimization initiatives Service desk transformation and automation projects Cross-functional collaboration projects with global teams and business units

Success Factors

Strong leadership and team development capabilities to build and maintain high-performing IT operations teams in a multicultural environment Deep understanding of regulatory compliance requirements, particularly GxP and GMP standards, combined with practical experience in implementing compliant IT solutions Advanced ITIL knowledge and certification with proven ability to implement and optimize service management processes that improve operational efficiency Excellent communication and stakeholder management skills to work effectively with global teams and resolve conflicts while maintaining business continuity Strong analytical and problem-solving abilities to identify trends, implement preventive measures, and continuously improve IT operations performance

Market Demand

High demand due to Dubai's position as a regional technology hub and the critical need for experienced IT operations leaders who can manage complex, compliant IT environments in regulated industries.

Important Skills

Critical Skills

ITIL process expertise is absolutely essential as it forms the foundation for all service management activities and operational excellence. Organizations increasingly rely on ITIL frameworks to maintain service quality and operational efficiency. Office 365 administration skills are critical due to the widespread adoption of Microsoft's cloud platform. The ability to manage Exchange Online, SharePoint, Teams, and OneDrive environments is fundamental to supporting modern business operations. Leadership and team management capabilities are essential for success in this role, as the position requires building and maintaining high-performing teams while managing complex stakeholder relationships across global organizations. GxP and GMP compliance knowledge is critical for working in pharmaceutical and biotechnology environments, where regulatory adherence is mandatory and non-compliance can result in significant business impact.

Beneficial Skills

Cloud platform certifications in AWS or Azure would significantly enhance career prospects and technical credibility in the rapidly growing cloud services market Project management certification (PMP, Prince2) would be valuable for leading complex IT transformation initiatives and managing cross-functional projects Information security certifications would be increasingly important as organizations focus on cybersecurity and compliance requirements Business process optimization skills would help in identifying efficiency improvements and supporting digital transformation initiatives beyond traditional IT operations

Unique Aspects

The combination of ITIL process management with pharmaceutical industry compliance (GxP/GMP) creates a specialized niche that requires both technical expertise and regulatory knowledge
The role involves managing IT operations across multiple cloud platforms (Office 365, AWS, Azure) while maintaining strict compliance standards, which is increasingly valuable in the current market
The position requires both technical leadership and global team coordination, offering exposure to international business operations and cross-cultural management experience
The focus on asset lifecycle management and preventive maintenance provides comprehensive IT operations experience that extends beyond traditional service desk or infrastructure roles

Career Growth

With strong performance and continued professional development, progression to director-level roles typically occurs within 3-5 years, with C-level positions achievable within 7-10 years.

Potential Next Roles

IT Operations Manager with broader organizational scope and multiple team leadership responsibilities IT Infrastructure Director overseeing enterprise-wide technology operations and strategic planning Chief Information Officer (CIO) or Chief Technology Officer (CTO) roles in mid-sized organizations IT Consultant or Practice Lead specializing in ITIL implementation and pharmaceutical compliance Regional IT Operations Director for multinational corporations with Middle East operations

Company Overview

VAM Systems

VAM Systems is a technology services company that provides IT solutions and staffing services across various industries. The company operates in multiple markets including the UAE, focusing on delivering comprehensive IT support and digital transformation services to clients in regulated industries such as pharmaceuticals and biotechnology.

VAM Systems operates as a mid-tier technology services provider with a strong focus on compliance-driven industries. The company's positioning in the UAE market allows it to serve both local and international clients requiring specialized IT operations support in regulated environments.
The company has established operations in Dubai, positioning itself to serve the broader Middle East market from one of the region's most significant business and technology hubs. This location provides access to a diverse client base and international business opportunities.
As a technology services company operating in Dubai's multicultural business environment, VAM Systems likely maintains a dynamic, fast-paced work culture that emphasizes client service excellence, regulatory compliance, and continuous learning to stay current with evolving technology trends.
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