Service Manager
3 days ago
Synopsis
Responsible for the development, implementation, sustainment, and continuous improvement in IT Service Management (ITSM) processes as well as establishing, measuring and reporting on Key Performance Indicators (KPIs) related to services, processes, operations, and delivery. A customer facing role representing the services provided by
Service Management & IT Operations and building strong relationships and managing expectations to become the trusted IT partner.
Accountabilities
- Maintain and manage standards for service management and service management processes.
- Responsible for the delivery of teams within Service Management & IT Operations (IT Operations, Workplace services,
- Change Management, Applications Management & Support) to drive the necessary improvements of services.
- Maintain and improve service quality, ensure that IT services meet or exceed service levels requirements through continuous review of service performance.
- Manage service level agreements, KPIs and OLAs with customers and external service providers.
- Manage external service providers.
- Review tactical and longer-term metrics for the performance of services that is outside of the defined thresholds executing the problem management process to resolve.
- Manage day to day Service Request Fulfilment process.
- Manage day to day Service Release & Transition Management process.
- Implement and improve ITSM processes and tools for internal purposes and with service providers.
- Ensure IT policies, procedures and Industry standards are implemented within the Service Management and IT Operations landscape.
- Ensure consumption is validated and aligned to contracted approved consumption.
- Ensure audit findings have a defined plan of corrective action with clear accountable owners defined
- Flexible and Adaptable in approach, recognising the dynamics of the Service Delivery Manager role being 24x7.
Education & Experience
- 8-10 years of service management and service delivery management experience
- Knowledge of processes and technologies related to service management and awareness of the latest trends in the service management and service delivery frameworks, tools, platforms and services
- Bachelor’s degree in Computer Science, Information Systems, or equivalent is a strong advantage
- Strong knowledge of ITSM tools, reporting and ITIL processes with ITIL Foundation and further ITIL (equivalency) professional qualifications
- Qualified SAFe agilist with exposure to leading and participating in Agile ceremonies
- Passion for delivering technology services that drive significant customer satisfaction is essential
**About Etihad Airways**
Etihad Airways, the national airline of the UAE, was formed in 2003 to bring “Abu Dhabi to the World”. Over the years, we have grown into Etihad Aviation Group, a diversified global aviation and travel company, which is one of the world’s most acclaimed industry brands.
Our airline flies to over 84 destinations with a fleet of over 100 Airbus and Boeing aircraft, serving 18.6 million passengers a year and carrying 682,000 tonnes of cargo in 2018.
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