Role- IT Service Delivery Manager
Location- Abu Dhabi
Manager – Service Delivery Management is
responsible for the execution of service management processes based on ITSM
constructs. The Managers are required to work with the VP in implementing a
strategy to drive adoption of service management and operational best practices
relevant to on-premises and cloud computing services and to ensure all service
management processes enable ITS service agility.
Key Job Accountabilities-
Financial / Sales – Assists in creating
Develops and nurtures excellent client
relationships at the appropriate operational levels supporting the Account
Management team in establishing the customers/clients as reference Accounts and
supporting growth opportunities
Strategic / Tactical-
Implements the strategy to drive adoption
of service management and operational best practices relevant to on-premise and
cloud computing services
Facilitates communication plans, ensuring
that appropriate information is conveyed to key stakeholders.
Foster continuous service delivery
optimization and improvement.
Develop self-auditing and compliance
capabilities around ITSM procedures
Develops and nurtures excellent vendor and
partner relationships at the appropriate operational levels to ensure the company
is represented professionally and that the focus is always on the end customer
People & Development-
Liaison with the Account Teams and attend
customer operational meetings as required providing product updates as required
Key Result Areas-
Service Management Framework
& Governance: Ensures the Service Level Agreements (SLAs) and supporting
Operating Level Agreements (OLAs) are published and met.
Project Management: Lead
continual service improvement and ongoing process maturity through regular
reviews of the process and tools, trend analysis and metrics reporting and
through regular engagement with stakeholders.
Successfully delivers best
practices Service Management and overall Operations Service Delivery.
Ability to work with people
from a variety of different culturally diverse backgrounds
Create dashboards presentations
for Customer as well as internal review.
Delivery Excellence: Ensures
the Service Level Agreements (SLAs) and supporting Operating Level Agreements
(OLAs) are published and met by support teams.
satisfaction through efficient and effective delivery of services.
Interface with other teams and business unit leads to ensure collaboration and
coordinated strategy to meet service management goals and objectives.
Relationship building with
senior level executive stakeholders. Ability to manage in a matrix environment.
Bachelor’s degree – Field of
study (if applicable): Like, BCA Computer Engieering
Masters Degree (Preferred)
Certifications in any
technology streams are preferred, Cloud certifications desirable
ITIL V3 Practitioner or V4
5 + relevant experience in IT
Service Management role or similar working in a local or international IT
Outsourcing service provider environment. Solid understanding of IT service
Job Specific Skills
Knowledge of product domain,
relevant technologies, and the development processes
Knowledge of the global market
and technology trends and drivers.
Analytical and systems
thinking, conflict resolution and negotiation to involve all stakeholders to
drive, implement and institutionalize a change to ensure organizational
objectives are met
Technical background on Cloud /