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.

Maintain and manage standards for service management and service management processes.

Accountabilities

• Maintains a catalogue of all available services (Service Catalogue). Liaises with stakeholders to establish the structure of service level agreements (SLAs). Ensures that operational methods, procedures, and policies are documented, maintained and reviewed regularly to maintain their effectiveness and efficiency
• Works with stakeholder/service-user representatives to determine service level requirements. Negotiates and agrees to service levels covering aspects of quantity (e.g. hours, times, throughput, consumables) and quality (e.g. availability, reliability, performance, growth capacity, support, contingency and security)
• Manages service-user expectations and perceptions in order to optimise user satisfaction
• Works with service-users to establish qualitative assessment of the service provision, from the client/user perspective. Proposes service improvements based on analysis of metrics, and/or satisfaction surveys
• Works with stakeholders to define future demand requirements such that they can be adequately planned and budgeted for. Monitor capacity levels of consumed services to ensure no service interruptions

The specific role is for Service Management of Etihad\'s contact centers and therefore experience in the management of contact centre services and suppliers along with a solid understanding of Contact center operations is a primary requirement. Our contact centers are 24x7x365

Education & Experience

• 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 and quickly went on to become one of the world\'s leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Together with Etihad\'s codeshare partners, Etihad\'s network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme and more. Etihad is recognised as one of the world\'s leading airlines in response to COVID-19 and was the first airline in the world to fully vaccinate its crew on board.

Etihad sees tackling the climate crisis as the most important issue of our time, and through strategic partnerships with major global aviation brands and OEMs, Etihad is relentless in its pursuit of industry decarbonisation.

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COVID-19 UPDATE: The health and safety of our communities\xe2\x80\x94including our employees and our candidates remains our top priority. From a recruiting perspective we are continuing to identify people for roles with Etihad in anticipation we will be able to hire, however the process may take longer because we are using more virtual recruiting techniques, and start dates may be delayed because of guidance from the governments in the countries we operate in. We appreciate your understanding and flexibility, Stay safe and healthy.

Etihad Airways