Job Description

Category Project Manager Location Dubai, UAE Experience 10 years

• Understand the challenges of business operation and service delivery and forecast future condition
• Define, Implement and Manage SLAs for assigned services and ensure delivery of service to agreed levels
• Understand business priority, ensure services are aligned to priority
• Develop a view of customer experience and service performance
• Proactively identify with Manage service provider and deliver service improvement plans (SIPs) required to maintain or improve IT service levels
• Regular Service reviews with business to demonstrate performance and review services undertake customer satisfaction measurement and improvement
• Act as an escalation point for incidents where exceptional business impact is experienced to ensure appropriate resolution
• Be the custodian of live IT service, approve changes to assigned services to ensure impacts are understood and IT service performance is not negatively impacted
• Ensure delivery of new services, followed governance practices including service level requirements, measurement capabilities, and agreement with business areas
• IT Technical background and ability to understand the Business Units requirements and drivers
• Build excellent relationships with designated customers in the business and shareholder areas to align IT Services to business objectives
• Manage and develop an effective customer service model for all IT Services
• Develop and manage service assurance framework and monitor all the IT services ( emerging technologies)
• Develop a comprehensive business case for the IT Support and Services initiative and follow a defined governance approach

Skills Service Delivery Manager, ISO, Quality Assurance, Service Delivery Job Type: Full-time