Service Delivery Team Manager

1 month ago

Dubai, United Arab Emirates Aggreko, LLC Full time

We're the global leader in providing energy solutions that help businesses grow and communities thrive. We work as a team and we’re proud of the difference we make to customers, to local communities, and towards a sustainable future for the world.

We are hiring a hands-on Service Delivery Team Manager - to be based in ME and be part of our Service & Delivery leadership.

In this role, you will report to the Global Head of Service Delivery and be actively involved in day-to-day operations, ensuring exceptional service delivery while mentoring and developing your team.

Why Join Aggreko?- Position will be based in Dubai, UAE- Industry leading compensation and benefits package.- Continuous professional development, training and career growth.- Lucrative performance-based incentive scheme.

What you’ll do:
- Build a robust sales pipeline and forecast that will yield future profitable revenue/ EBITDA streams.- Oversee daily Service Desk Team activities, including ticket management and resolution.- Actively participate in troubleshooting and resolving technical issues alongside our team.- Mentor and guide analysts, conduct regular one-on-ones with team members to provide feedback, support, and career development.- Monitor & Anlayse performance metrics and implement strategies for continuous improvement.- Collaborate with other teams to identify and resolve systemic issues affecting service delivery.- Prepare and present reports on team performance and service trends.- Monitor key performance indicators (KPIs) and service level agreements (SLAs) to ensure optimal team performance.- Collaborate with cross-functional teams to enhance service offerings and improve customer satisfaction.- Conduct regular training sessions to keep the team updated on processes and technologies.- Address escalated issues and implement effective solutions.- Work with 3rd parties and other teams within Aggreko’s IT function to provide seamless IT support, facilitate change and introduce new services.- Contribute to creation and updating of support documentation.- Contribute to Auto-pilot - SCCM, including the setup and configuration of user devices.- Provide management and leadership to a team of Analysts and Senior Analysts.- Provide advice, guidance and expertise to promote adoption of methods and tools and adherence to policies and standards.- Ensure that service is monitored effectively and that identified actions to maintain or improve levels of service are implemented.- Investigate escalated incidents to responsible service owners and seeks resolution. Facilitate recovery, following resolution of incidents.- Analyse causes of incidents and informs service owners in order to minimise probability of recurrence and contribute to service improvement.- Analyse and report on patterns and trends.- Evaluate risks to the integrity of service environment inherent in proposed Change requests (including availability, performance, security and compliance of the business services impacted).- Lead the assessment, analysis, development, documentation and implementation of changes based on requests for change.

You’ll have the following skills and experience:
- University degree completed- Proven experience in a service desk or IT support role, with supervisory experience preferred.- Strong technical background and hands-on troubleshooting skills.- Excellent communication and interpersonal abilities.- Ability to thrive in a fast-paced, global environment.- Familiarity with ticketing systems and IT service management frameworks (e.g., ITIL).- Relevant certifications (e.g., ITIL) are a plus.

Bring your energy. Grow your career.

LI-DB1

Equity, diversity and inclusion at Aggreko

We welcome people from different backgrounds and cultures, and respect people’s unique skills, attitudes and experiences. We encourage everyone to be themselves at work because we know that’s how we do our best, for each other, for our customers, for the communities where we work, and for our careers.

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