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IT Service Manager

1 month ago

Dubai, United Arab Emirates The Emirates Group Full time

Job Purpose: At Emirates, we believe in connecting the world, to and through, our global hub in Dubai; and in constantly innovating to ensure our customers ‘Fly Better’. Emirates Group IT thrives on the dynamic nature of technology. Being pioneers in aviation innovation, we're always at the forefront, pushing boundaries. We're on the lookout for exceptional IT professionals to fortify our position as leaders in the industry. Embark on a journey with the world’s largest international airline and become a vital part of our cutting-edge information and technology team as IT Service Manager.

**In this role, you will**:

- Monitor service performance, act as a service escalation point for business and orchestrate the speedy resolution of incidents to ensure ongoing business satisfaction.
- Perform service performance analysis and effectively channel the outcome and collaborate with relevant teams in IT, business and/or supplier for continuous service improvements.
- Champion and promote service management culture and ensure adherence to organisation’s IT Service Management standards and practices in the assigned areas.
- Manage and monitor the performance against Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) across all teams for both in-house as well as supplier solutions.
- Establish, maintain and conduct periodic Business Service Reviews in the assigned areas of Business Units as needed by the business stakeholders.
- Negotiate and agree on the right annual support budgets with all relevant stakeholders in the assigned area, balancing service requirements with financial objectives of the organisation. Ensure budgets and resulting service performance remain in line with the overall IT and service management strategy and ensure service quality requirements are met. Track service/product/platform utilization during the year to ensure improved efficiency.
- Establish, formalise, and conduct Supplier Service Reviews to ensure contractual objectives are met and SLAs are tracked and reported. Identify and ensure collection of Service Credits and/or Service Debits where contractually appropriate. Participate in the tendering and supplier selection process in addition to renewals to drive adherence to IT service management standards. Ensure the routine supplier payment process is setup efficiently for service continuity from the suppliers.
- Provide feedback and improvement recommendations via the respective practice heads to maximize the efficiency of support and IT Service Management within the organization. Maintain good rapport with all business stakeholders and build long-term working relationships with all current and upcoming external service providers and partners by objectively demonstrating continual service improvements

**Qualifications & Experience: This job might be for you if you have**:

- Experience in management experience in the IT industry, ideally with experience in leading a function in Service Management role
- Expert knowledge and working experience in Service Management.
- Ability to use enterprise tools/systems e.g. ServiceNow, AppDynamics, Splunk, Power BI and possess the technical abilities to create own senior management dashboards
- Solid knowledge of ITIL V4 practices backed up with experience in a service organisation (Certification preferred)
- Solid knowledge of SAFe agile practices and experience in blending it with ITIL practices for best outcomes (preferred)

**Leadership Role**: No