Information Technology ) -C1 Job Purpose Define, manage and improve the service management strategy for all IT services including the ownership of Service Level Objectives for IT customers and Operating Level Agreements between different support departments within IT.
Manage and take overall responsibility for the efficiency of various service management functions across the IT including Change, Configuration, Release and Service Request Management.
Job Outline : Accountable for definition of the IT Service Strategy for Emirates Group IT, providing direction, framework and guidance on priority areas, for all departments and teams involved in design and provision of IT services to the Emirates Group and Mercator customers.
Research and establish IT Services benchmarks in line with industry standards. Liaise between the IT Customer Service and Production Teams to define, monitor and report on SLOs ensuring optimal performance is reflected.
Drive, agree and establish Operational Level Agreements (OLAs) between IT and Group departments and teams to ensure that that all are effectively working towards achievements of the Service Level Objectives committed to Emirates Group and Mercator Customers.
Own and maintain the service catalogue for all available services to drive standardization and rationalization of all production services.
Liaise with IT Strategy and IT Architecture to ensure the service catalogue supports the strategic directions for IT. Responsible for creation, definition and implementation IT Service Continuity Plan for all IT services provided to the group.
Conduct periodic reviews of the plans to verify their validity and efficiency. Accountable for creation, management and continuous improvement of the Problem Management Processes as well as Continuous Service Improvement Process to proactively identify issues that affect and degrade quality of production services at the same time ensuring improvements are done in all the areas of Service Management.
This includes defining process, policy and targets for IT to ensure smooth functioning and report on IT target achievement to senior management.
Take overall responsibility and ownership of all the Service Management Processes aligned to Service Design, Service Transition, Service Operations and Continuous Service Improvement life cycles, ensuring their smooth functionality and that process improvements are continuously implemented.
Ensure that relevant targets are set, and are met, and report accordingly to IT Production. Ensure that the Configuration Management team owns the CMDB (Configuration Management Database) and DSL (Definitive Software Library), verifies records, and manages exceptions and reports non-
compliance to ensure that the CMDB and DSL are up-to-date and accessible at all times. Establish career development plans and training for direct reports and provide appropriate mentoring and coaching.
Conduct timely annual and interim PM! Reviews and set SMART objectives to cultivate a culture of high performance. Responsible for various reporting function within IT Service Management like Trend Analysis, Availability and Performance, Incidents, Problems, Changes and Configuration Database.
Qualifications and Experience Degree or Honours (+3 or equivalent)Minimum years experience in Information Technology.Management experience and leading a function at a senior level in IT Service Management.
Professional Skills : - Information Technology - Service Management - Organization design and implementation- Financial management for IT -
IT Management Information security - IT measures and metrics (KPIs) - IT Quality Management ITIL Framework Salary and Benefits The Emirates Group is a highly profitable business with revenue of US$.
1 billion and over, employees. The Group comprises of dnata, one of the largest air services provider globally and Emirates airline, the Groups rapidly expanding and award-
winning international carrier. Within the Group there are a diverse range of businesses which offer a wide spectrum of career opportunities, all of which can be explored through the Groups dedicated careers website,Emirates flies one of the youngest, most innovative fleet in the sky to over destinations across six continents and dnatas network now extends across locations worldwide.
With our international network constantly expanding and opportunities arising in countries / cities outside of Dubai, we are looking for career motivated individuals to join our operations in their home countries.
We offer an attractive tax-free salary, paid in Dirhams, the local currency of the UAE. The Dirham is linked to the Special Drawing Right of the International Monetary Fund and it has been held constant against the US dollar since the end of at a mid-
rate of approximately US$1 Dh3.. Besides generous travel benefits normally associated with an airline, this managerial role also has excellent leave and health care packages, accommodation, power and water paid for, along with transport benefits, life insurance and other employee benefits making the role attractive to high performers.
By viewing the Dubai Lifestyle section in the careers website you can also consider the many benefits of Dubai as a location to live and work in.
Job Category : Information TechnologyPrimary Location : United Arab Emirates-DubaiJob Posting : -Oct-, 7 : : AMClosing Date : -Nov-, 7 : : PM
About Company : Not Mentioned