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Sr. Specialist, Service Excellence
2 weeks ago
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Develop and implement strategies to improve InfoSec service delivery, including incident management, problem resolution, and service request fulfillment.
Work with cross-functional teams to identify areas for improvement and implement solutions to enhance service quality and efficiency.
Establish and monitor key performance indicators (KPIs) to measure and evaluate the effectiveness of InfoSec service delivery.
Analyze service metrics and customer feedback to identify trends, root causes of issues, and areas for improvement.
Collaborate with IT and InfoSec teams to develop and implement best practices, standards, and processes to ensure consistent service delivery.
Provide leadership, guidance, and mentorship to junior team members to foster a culture of excellence and continuous improvement.Serve as a subject matter expert on IT and InfoSec service management frameworks, methodologies, and tools (e.g., ITIL, Agile, ITSM...).Partner with stakeholders to understand their requirements and expectations and ensure alignment with InfoSec service delivery objectives.
Drive initiatives to automate and streamline IT/InfoSec service delivery processes to increase efficiency and reduce manual effort.Stay informed about emerging trends, technologies, and best practices in InfoSec service management to recommend and implement innovative solutions.
Experience:
Minimum 5 years of experience in Information Security or IT OperationsExperience in UAE or Middle East is desirableMinimum of 2 years in an InfoSec or IT Operations team for a large enterpriseEducation:Bachelor's degree or comparable, with emphasis in Computer Science, Cyber Security, or a related fieldLean or Six Sigma certification is preferred
Key Skills:
Strong understanding of IT service management frameworks and methodologies (e.g., ITIL, Agile).Proven experience in leading cross-functional teams and driving process improvement initiatives.
Excellent analytical, problem-solving, and decision-making skills.Exceptional communication and interpersonal skills, with the ability to effectively interact with stakeholders at all levels.
Certification in IT service management (e.g., ITIL Foundation, PMP) is highly desirable.
Experience with IT service management tools (e.g., ServiceNow, ManagedEngine) is a plus.
Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.#J-18808-Ljbffr
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