Manager It Service Management
Abu Dhabi, United Arab Emirates
Job Description
Overview:
This role is all about creating designing next generation service management processes and driving practice fit for nimble and agile organization. In this role you will be building and process and influencing how IT works and being the face of IT to Senior stakeholders across the group negotiating and representing IT services and service levels. You will also overseeing the day management and ongoing evolution of Asset Management.
You must be a self-starter, passionate and eager to explore opportunities to drive process to practice but at the same time have a hunger to create unique and great employee and customer experiences.
You must be a self-starter, passionate and eager to explore opportunities to drive process to practice but at the same time have a hunger to create unique and great employee and customer experiences.
Responsibilities:
IT Service Management:
- Accountable for the creation and ongoing maintenance of IT Service Management Processes including but not limited to Incident Management, Request fulfilment, Problem Management, Service Level Management, Availability and Capacity Management, Configuration Management and Knowledge Management.
- Ensures that all stakeholders are sufficiently involved in the Service Management process
- Ensures tight linkage between Service Management process and other related processes
- Ensure appropriate workflows and metrics (KPIs and SLA\xe2\x80\x99s) are instrumented in tools and system to effectively measure adherence and improvement opportunities.
- Ensure that the Service Management processes and working practices are effective and efficient.
- Partakes in vendor or supplier Service Performance Reviews, and ensure any required actions are performed.
- Creative and continuously seeks ways to enhance and improve service across IT ultimately benefiting employees and Business Units.
- Ensures that the customer\xe2\x80\x99s current and future Service requirements are identified, understood and agreed levels are documented in SLA between Group IT and Business Unit.
- Ensures that business stakeholders are sufficiently informed as to the volume, impact and cost of SLAs.
- Facilitate the communication between Group IT and other business units in order to define and maintain / renewals of SLAs.
- Ensures that service performance reviews are scheduled, carried out with the business units regularly and documented and agreed actions are noted and tracked to closure.
- Partakes in discussions with IT Business Partners to negotiates and agrees on the levels of Service to be delivered
- Ensure external parties or vendors providing a service to IT to have appropriate back to back alignment with SLA\xe2\x80\x99s signed with business units.
Service Reporting:
IT Asset Management:
- Establish a single and central point of all Service related reporting for internal IT performance metrics as well as Service Reports against SLA per business unit
- Ensure the Service Reports produced are accurate and to a superb standard in quality, data, context and information presented.
- Produce Service Reports standards for different levels within the organization (C-Level through to Technical Analyst)
- Ensure the Service Reporting metrics are well explained \xe2\x80\x93 \xe2\x80\x9cSo What Analysis\xe2\x80\x9d is applied
- Ensure that service reports and dashboards are being produced on time at the agreed intervals and delivered to recipients.
- Performs gap analysis to highlight breaches of SLA targets, investigating reasons and recommending actions to prevent reoccurrence.
IT Asset Management:
- Plan and implement IT Asset life cycle management strategy.
- Partake in the development of IT Asset Management policies.
- Develop and maintain group wide Processes to manage IT Asset Management.
- Lead a small team to support the full life cycle of IT Asset Management from procurement to retirement and disposal.
- Manage suppliers and domestic shipping arrangement involved in goods received and dispatch
- Manage stock and stock rooms to ensure Hardware assets are tagged appropriately and securely stored.
- Optimize usage and cost of IT Hardware and software deployment.
Qualifications:
To qualify, you must have:
- A minimum of a Bachelor\xe2\x80\x99s degree (or equivalent) and a strong interest in IT metrics and operations.
- Minimum of 5 years professional experience in IT Service Management / Delivery and minimum of 3 year\xe2\x80\x99s experience in a leadership position.
- Must have certification in ServiceNow and Agile methods, and also ITIL expert level or COBIT.
- In-depth understanding and solid practical experience in IT Service Management and governance frameworks, strong knowledge of IT best practices and protocols, operational risk management, and in-depth knowledge and expertise in IT Asset Management and Service Delivery.
- A practical and proactive problem-solver who possesses strong business acumen and is confident, mature, and calm.
- A self-starter that has experience working in organizations undergoing transformation / start-up and / or growth.
- Excellent time management skills with the ability to prioritize and multitask and work under shifting deadlines in a fast-paced environment.
Ideally, you will also need:
- Experience with Internet of Things, Cloud data services (Azure, Google IoT).
- One or more of following industry certifications are beneficial: MCSE, CISA, ISC, ITSM, DevOps, Prince2 or APM, Six Sigma.
What working at G42 offers:
Culture: An open, diverse and inclusive environment with a global vision that encourages personal growth and focuses on ground-breaking, industry-first innovations.
Career: Outstanding learning, development & growth opportunities via structured training programs and innovative, high-tech projects.
Work-Life: A hybrid work policy to strike the perfect balance between office and home.
Rewards: A competitive remuneration package with a host of perks including healthcare, education support, leave benefits and more.
About G42
Culture: An open, diverse and inclusive environment with a global vision that encourages personal growth and focuses on ground-breaking, industry-first innovations.
Career: Outstanding learning, development & growth opportunities via structured training programs and innovative, high-tech projects.
Work-Life: A hybrid work policy to strike the perfect balance between office and home.
Rewards: A competitive remuneration package with a host of perks including healthcare, education support, leave benefits and more.
About G42
G42 is a global leader in creating visionary artificial intelligence for a better tomorrow. Born in Abu Dhabi and operating across the world, G42 champions AI as a powerful force for good. Its people are constantly reimagining what technology can do, applying advanced thinking and innovation to accelerate progress and tackle society\xe2\x80\x99s most pressing problems.
G42 is driving change in the region and beyond, joining forces with nations, corporations and individuals to create the infrastructure for tomorrow\xe2\x80\x99s world. From molecular medicine to space travel and everything in between, G42 realizes exponential possibilities, today.
To confidently demonstrate that you meet the criteria above, please contact us.
G42 is the force that gets you further. Join us.
To confidently demonstrate that you meet the criteria above, please contact us.
G42 is the force that gets you further. Join us.
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Job Detail
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Job IdJD1534167
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationAbu Dhabi, United Arab Emirates
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EducationNot mentioned