Service Delivery manager/IT Division Jobs in Abu Dhabi – UAE at SUNDUS RECRUITMENT & OUTSOURCING SERVICES LLC
Title: Service Delivery manager/IT Division
Company: SUNDUS RECRUITMENT & OUTSOURCING SERVICES LLC
Location: Abu Dhabi – UAE
Type: Full Time
Category: IT/Tech, Business
Position: Service Delivery manager (IT Division)
QUALIFICATIONS, EXPERIENCE, KNOWLEDGE & SKILLS:
Establish Delivery Processes.
Manage Customer Expectations.
The role will involve:
Understanding the customerÃ¢â‚¬â„¢s business and their business requirements
Oversee incident, problem and change requests and ensure contractual agreements have been met
Chair weekly/monthly operations related service reviews including but not limited to security analytics, performance metrics, service levels agreements and improvement opportunities
Analysing security trends, business risks and areas of improvement or opportunities
Create and manage service improvement plans where appropriate (CSIP)
3rd party management and vendor coordination where applicable
Created Service Transformation Strategy by incorporating ITIL Standards and industry standard best practices for IT Infrastructure management.
Collaborated with outside vendor counterparts and re-defined ITIL Governance Model for newly integrated company.
Lead and facilitate the transformation of client IT processes within ITIL best practices framework.
Maintain standards oriented processes and documentation in line with the ITIL and ISO frameworks.
Monitor adherence to rules, regulations and procedures (ITIL protocol & standards).
Managed the Workplace ITIL-based incident, problem and change management efforts across all services.
Managed audits where ITIL / COBIT controls are tested annually and twice a year.
Developed Power BI Dashboards upon ITIL Framework for monitoring high level project status.
Worked with customers to develop and maintain an ITIL based Tier 3 support service delivery plan.
Managed to SLAs, established ITIL processes, provided metric tracking and increased customer service.
Managed IT operations and IT service delivery based on industry leading frameworks of ITIL.
Review / approve team processes and procedures via ITIL standards including RCAs.
Implemented global workforce model managing the change and use ITIL framework.
Arabic Speaker is preferred
Good leadership skills.
Excellent interpersonal and communication skills.
Good problem-solving and analytical skills.
Detail oriented and diligent.
Entrepreneurial by nature with a strong sense of ownership.
Excellent knowledge of Excel, PowerPoint, Word etc computer applications.
Technically knowledgeable in Infra/ App & Security management.
ITIL Certified is a MUST.