UAE National_Service Delivery Analyst

Overview of the role

This role is responsible for the design, delivery & improvement of IT services to support each of the business verticals. They will measure and communicate agreed key performance indicators (KPIs) and SLA\xe2\x80\x99s in conjunction with business verticals.

The role will contribute to the design, documentation of the IT services and apply configuration to ITSM platform tool

What you will do

Service Delivery

• Assist in the build of services relationship with business units\xe2\x80\x99 and conduct service reviews. Review performance reports, service improvements, service quality and processes with the business in conjunction with business solution managers
• Manage the performance of services to business (24 x 7, 365 days per year), ensure that service levels are achieved in line with agreements
• Review performance reports, service improvements, service quality and processes with vendors & respective service owners
• Provide management and performance reports.
• Active stakeholder and driver to meet committed business Service Level Agreements (SLAs), and Operating Level Agreements (OLAs).
• Continuous improvement of the services delivered through the Services Catalogue for the organisation
• Coordinate the design and publish of new or changed services in the organisation in coordination with service owners and project teams to ensure that new or changed services introduced adhere to desired and agreed levels of quality.
• Ensure compliance with IT Policies, Security Standards and strengthen internal controls. Identify and manage key risks in your solution domain

ITSM Solution Delivery

• Coordinate and configure the ITSM tool with the process owners and technical teams to facilitate new requirements, change to existing requirements, versioning and upgrading throughout the tool lifecycle. Liaise with the Change Management team for problem resolution and to maintain awareness of forthcoming developments.
• Estimate and deliver projects assignments and system change requests as per agreed resourcing and timelines with required quality.

Other Key Responsibilities

• To liaise with relevant managers and stakeholders in IT to ensure full collaboration and understanding on critical topics as one IT team.
• Contribute to the improvement of the solutions and business processes.

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