Company Description
TECH BOT LLC specializes in delivering innovative business and technology solutions tailored to modernize and future-proof our clients operations. Our offerings include a wide range of digital technology services such as Digital, IoT, Cloud, Automation, Infrastructure Management, and Engineering Services, among others. We have built a robust portfolio of managed services and IT solutions designed to enhance operational efficiency, maximize infrastructure investments, and reduce overall costs. Our expertise helps businesses achieve measurable results while ensuring IT security and effective staff training programs. Located in Abu Dhabi, we are committed to driving digital transformation for enterprises globally.
About the Role
We are seeking a highly organized and process-driven Project Coordinator to support PMO governance and SLA management within our IT Service Delivery function. The role will ensure operational excellence through structured monitoring, reporting, change coordination, and stakeholder engagement aligned with ITIL best practices.
This position plays a critical role in maintaining service performance standards, enhancing reporting transparency, and strengthening governance controls across Service Desk and project operations.
Key Accountabilities
- Service Level Governance
- Monitor end-to-end SLA compliance across incidents, service requests, and change tickets.
- Identify SLA risks and drive mitigation through proactive coordination.
- Prepare SLA dashboards, breach analysis, and compliance summaries.
- Support Monthly Service Reviews (MSR) and governance forums.
- Service Desk & Operational Oversight
- Ensure accurate ticket categorization, prioritization, and dispatch.
- Track aging tickets, backlog trends, and resolution efficiency.
- Coordinate escalations in line with defined governance models.
- Analyse operational KPIs including MTTR and resolution effectiveness.
Change Management Coordination
- Raise and track Change Requests in compliance with governance standards.
- Coordinate approvals with Change Advisory Board (CAB).
- Monitor change lifecycle, success rates, and rollback scenarios.
- Maintain change logs and audit-ready documentation.
- PMO & Reporting Governance
- Maintain project trackers, milestone dashboards, and risk registers.
- Develop executive-ready governance decks and performance summaries.
- Automate and enhance operational reporting frameworks.
- Ensure data integrity and reporting accuracy.
- Compliance & Continuous Improvement
- Ensure adherence to ITIL-aligned processes and SOPs.
- Support audit requirements and governance documentation.
- Identify process improvement opportunities and support CSI initiatives.
Qualifications & Experience
- Bachelor's degree in IT, Engineering, Business Administration, or related field.
- 37 years of experience in IT Service Delivery / PMO / Operations Governance.
- Strong knowledge of Incident, Change, and SLA Management frameworks.
- Experience with Service Desk tools (e.g., Service Desk, Jira).
- Strong stakeholder communication and coordination skills.
- ITIL Certification (preferred).
- Advanced Excel, reporting & analytics proficiency.
Success Profile
- Process-oriented and detail-focused
- Strong analytical mindset
- Proactive risk management capability
- High ownership and accountability
- Strong cross-functional collaboration skills
- Enterprise SLA Compliance %
- Service Performance Improvement (MTTR reduction)
- Change Success Rate
- Governance Audit Compliance
- Operational Cost Optimization
- Stakeholder Satisfaction Index
If interested, send your CV to [Confidential Information] and Follow our page for more updates
