Manager- IT Service Management

4 days ago

Abu Dhabi, United Arab Emirates Group 42 Full time

Overview:
Accountable for the creation and ongoing maintenance of IT Service Management Processes including butnot limited to Incident Management, Request fulfilment, Problem Management, Service Level Management, Availability and Capacity Management, Configuration Management and Knowledge Management

**Responsibilities**:

- Ensures that all stakeholders are sufficiently involved in the Service Management process
- Ensures tight linkage between Service Management process and other related processes
- Ensure appropriate workflows and metrics (KPIs and SLA’s) are instrumented in tools and system to effectively measure adherence and improvement opportunities.
- Ensure that the Service Management processes and working practices are effective and efficient.
- Partakes in vendor or supplier Service Performance Reviews, and ensure any required actions areperformed.
- Creative and continuously seeks ways to enhance and improve service across IT ultimately benefiting employees and Business Units.
- Ensures that the customer’s current and future Service requirements are identified, understood and agreed levels are documented in SLA between Group IT and Business Unit.
- Ensures that business stakeholders are sufficiently informed as to the volume, impact and cost of SLAs.
- Facilitate the communication between Group IT and other business units in order to define and maintain /renewals of SLAs.
- Ensures that service performance reviews are scheduled, carried out with the business units regularly and documented and agreed actions are noted and tracked to closure.
- Partakes in discussions with IT Business Partners to negotiates and agrees on the levels of Service to be delivered
- Ensure external parties or vendors providing a service to IT to have appropriate back to back alignment with SLA’s signed with business units.**Service Reporting**:

- Establish a single and central point of all Service related reporting for internal IT performance metrics as well as Service Reports against SLA per business unit
- Ensure the Service Reports produced are accurate and to a superb standard in quality, data, context and information presented.
- Produce Service Reports standards for different levels within the organization (C-Level through to Technical Analyst)
- Ensure the Service Reporting metrics are well explained - “So What Analysis” is applied
- CONFIDENTIAL
- Ensure that service reports and dashboards are being produced on time at the agreed intervals anddelivered to recipients.
- Performs gap analysis to highlight breaches of SLA targets, investigating reasons and recommending actions to prevent reoccurrence
- ** IT Asset Management**:

- Plan and implement IT Asset life cycle management strategy.
- Partake in the development of IT Asset Management policies.
- Develop and maintain group wide Processes to manage IT Asset Management
- Lead a small team to support the full life cycle of IT Asset Management from procurement to retirement and disposal
- Manage suppliers and domestic shipping arrangement involved in goods received and dispatch
- Manage stock and stock rooms to ensure Hardware assets are tagged appropriately and securely storedOptimize usage and cost of IT Hardware and software deployment

Qualifications:

- A minimum of a bachelor’s degree (or equivalent) and a strong interest in IT metrics and operations.
- Minimum of 5 years professional experience in IT Service Management / Delivery.
- Experience with Internet of Things, Cloud data services (Azure, Google IoT)
- Industry certification in one or more of the following: MCSE, CISA, ISC, ITIL expert level, COBIT, ServiceNow, ITSM, DevOps, Prince2 or APM, Six Sigma.
- The incumbent must have an in-depth understanding and solid practical experience in IT Service
- Management and governance frameworks, strong knowledge of IT best practices and protocols,operational risk management, and in-depth knowledge and expertise in IT Asset Management and ServiceDelivery.
- A practical and proactive problem-solver who possesses strong business acumen and is confident, mature,and calm.
- A self-starter that has experience working in organizations undergoing transformation / startup and / or growth
- Excellent time management skills with the ability to prioritize and multitask and work under shifting deadlines in a fast-paced environment.
- Ability to work independently and in a team environment with both the local and global Compliance and Legal teams and the information security teams.
- Excellent written and verbal communication skills.

What working at G42 offers:
Culture: An open, diverse and inclusive environment with a global vision that encourages personal growth and focuses on ground-breaking, industry-first innovations.

Career: Outstanding learning, development & growth opportunities via structured training programs and innovative, high-tech projects.

Work-Life: A hybrid work policy to strike the perfect balance between office and home.

Rewards: A compet

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