IT Service Manager

Our client is a leading money transfer and foreign exchange company based in the GCC. They have been in continues operation since the 1920s. They are looking to recruit a IT Service Manager

Duties & Responsibilities:
- The IT Service Manager represents the IT provided services to the Group and is responsible for all Service Management activities.
- Manage the Service Level Management (SLM) process to provide audit of the Groups IT infrastructure to feed into the IT CMDB.
- Manage the Service Desk Team and act as the primary contact responsible for the Service Desk performance and the main escalation point.
- Overall responsible for all EOD/BOD processes for all Group core applications.
- Carries out regular audit of IT Application Systems and provides necessary information in the IT Service catalogue keeping the IT Service Catalogues up to date.
- Carries out management of the IT CMDB to meet SL targets.
- Manages and maintains the catalogue description of existing services offered by IT.
- Participates fully with in the negotiation of, agreement and maintenance of SLAs.
- Manages, maintains, negotiates, agrees OLAs within IT technical teams in conjunction with line management.
- Analyses and reviews actual service performance against SLAs, OLAs and KPIs for service areas under scope.
- Provides and develops regular reports Service Level Reports on service performance and achievement to the heads of IT.
- Reviews SLA targets and metrics where necessary.
- Reviews OLA targets and metrics where necessary.
- Reviews third party underpinning agreements where necessary.
- Identifies appropriate actions to maintain or improve service levels.
- Initiates and co-ordinates actions to maintain or improve service levels.
- Act as a co-ordination point for any temporary changes to service levels.
- Act as a single point of contact for the IT departments in relation to Service Level Management.
- Acts as a key member of staff in SLA negotiation efforts.

Requirements

- ITIL Practitioner and ITIL Service Manager Qualifications.
- Prince2 foundation (Practitioner preferred).
- 4+ Years in a similar role within an ITIL environment.
- Must have strong Vendor Management experience in building and improving existing relationships and with regards to new vendors and their underpinning contracts.
- Must have previous experience in managing a team of specialists (preferably a Centralized Service Desk team in a multi-national organization).
- Solid experience required across varied businesses units with regards to writing KPIs, SLAs OLAs and reporting on their efficiency.
- An ability to operate with all levels of management to CEO level.
- Self-motivated with high levels of drive and energy
- Excellent organization and negotiation skills

About the Company

Propel Consult delivers a service in step with the needs of both our client companies and candidates. Our ability to add value to all levels of recruitment stems from our wholehearted belief in providing a professional service to both parties. We have built relationships with many leading indigenous and mulitnational organisations throughout the Middle East and internationally in countries such as UAE, Qatar, Saudi Arabia, Oman, Bahrain, Kuwait, Egypt and many more. Concentrating our resources has created 5 distinct specialist divisions: