IT Service Delivery Manager \xe2\x80\x93 (Financial Services, Banking, Fintech) \xe2\x80\x93 Dubai

Role Purpose

• Creating designing next generation service management processes and driving practice fit for nimble and agile organization.
• Being the face of IT to Senior stakeholders across the group negotiating and representing IT services and service levels.
• You will also handle the incident and Problem management practice.

Key Responsibilities

• Actively engage with operations teams and engineers, and manage the involvement of application development and other areas in the change and problem management process
• Create and review Change, incident and problem management reports and identify action plans to improve key performance indicators as necessary
• Introduces key ITIL disciplines and practical project management techniques to ensure effective end to end problem management
• Ensure proper usage of incident, outage, problem and change management systems and processes
• Perform quality assurance on completed incident, outage, problem investigations and change management records
• Managing exceptions of rejected incident records at a Service Delivery level.
• Resolving day-to-day incident coordination actions for Service Delivery.
• Incident Management Acting as a Service Delivery escalation point for day-to-day Incident Management process issues.

Experience Skills Required

• Manage an incident/outage bridge with 50+ technical and business stakeholders
• Manage competing priorities and operate under pressure
• Adjust schedule based on business need
• Ability to be proactive, takes action and anticipates opportunities
• Ability to guide and assist in technical troubleshooting during an incident/outage
• Experience managing 24/7 Application, Infrastructure and/or Operation teams preferred
• Experience supporting Application and Infrastructure in AWS preferred
• Strong business acumen and ability to interface with executive management

Location: Dubai, UAE
Salary: Competitive + Benefits

Kingston Stanley