Service Delivery Manager – IT Division

Description

Jobs in Abu Dhabi

Industry: IT Services

City: Abu Dhabi

Job Description

QUALIFICATIONS, EXPERIENCE, KNOWLEDGE & SKILLS:

Main Functions:

Establish Delivery Processes.

Manage Customer Expectations.

Build Partnerships.

The role will involve:

• Understanding the customer’s business and their business requirements
• Oversee incident, problem and change requests and ensure contractual agreements have been met
• Chair weekly/monthly operations related service reviews including but not limited to security analytics, performance metrics, service levels agreements and improvement opportunities
• Analysing security trends, business risks and areas of improvement or opportunities
• Create and manage service improvement plans where appropriate (CSIP)
• 3rd party management and vendor coordination where applicable
• Created Service Transformation Strategy by incorporating ITIL Standards and industry standard best practices for IT Infrastructure management.
• Collaborated with outside vendor counterparts and re-defined ITIL Governance Model for newly integrated company.
• Lead and facilitate the transformation of client IT processes within ITIL best practices framework.
• Maintain standards oriented processes and documentation in line with the ITIL and ISO frameworks.
• Monitor adherence to rules, regulations and procedures (ITIL protocol & standards).
• Managed the Workplace ITIL-based incident, problem and change management efforts across all services.
• Managed audits where ITIL / COBIT controls are tested annually and twice a year.
• Developed Power BI Dashboards upon ITIL Framework for monitoring high level project status.
• Worked with customers to develop and maintain an ITIL based Tier 3 support service delivery plan.
• Managed to SLAs, established ITIL processes, provided metric tracking and increased customer service.
• Managed IT operations and IT service delivery based on industry leading frameworks of ITIL.
• Review / approve team processes and procedures via ITIL standards including RCAs.
• Implemented global workforce model managing the change and use ITIL framework.

Requirements

Requirements:

• Arabic Speaker is preferred
• Good leadership skills.
• Excellent interpersonal and communication skills.
• Good problem-solving and analytical skills.
• Detail oriented and diligent.
• Entrepreneurial by nature with a strong sense of ownership.
• Excellent knowledge of Excel, PowerPoint, Word etc computer applications.
• Technically knowledgeable in Infra/ App & Security management.
• ITIL Certified is a MUST.

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