Manager Service Management

Etisalat - UAE

Dubai, UAE

Ref: HP440-123

Job description / Role

Employment: Full Time

The candidate will be working with Information, Communications & Technology team and will be a professional with strong experience; duties will also entail, but not be limited to :

• Accountable for ensuring Service Level Management process is consistently followed
• Accountable for ensuring adherence to Business Relationship Management process
• Responsible for maintaining the Service Catalogue
• Responsible for monitoring and reporting service levels, negotiating changes and progressing improvements
• Create monthly IT Performance Scorecards, monthly dashboards, and analyse them in conjunction with other NOC supervisors / managers
• Identify opportunities for continual service improvement and create Service Improvement Plans (SIPs)
• Discuss SIPs with other managers and arrive at a proposed implementation plan.
• Present SIPs to customer for IT governance approval
• Manage implementation of SIPs
• Assisting in marketing services to Customer’s target users
• Conduct regular Service Reviews with Customer Service Management team
• Perform the role of Incident Escalation Manager - 2 after Manager, Service Desk and Operations
• Maintain effective communications between Service Desk and Customers IT users by resolving service complaints
• Create and document a Service Request process to handle requests for each of the services defined in the Service Catalogue
• Update the Service Request process when as required

Requirements

Skills and experience needed :

M) Mandatory, P) Preferred

• M) ICT Related University degree
• M) 5 + years of experience of IT Service Management within a company or government department
• M) Experience of implementing and managing SLAs
• M) Excellent knowledge of ITIL framework and understanding of all ITIL processes
• A) ITIL Intermediate Certification
• M) Experience of Customer Relationship Management
• M) Good communications ability with customers
• M) Ability to create and maintain good relationships with colleagues
• A) Bi-lingual English and Arabic

About the Company

Etisalat has been the telecommunications service provider in the UAE since 1976, and has built up a modern telecom infrastructure and established itself as an innovative and reliable operator.

Etisalat stands 140th among the Financial Times Top 500 Corporations in the world in terms of market capitalization, and is ranked by The Middle East magazine as the 6th largest company in the Middle East in terms of capitalization and revenues. The Corporation is the largest contributor outside the oil sector to development programmes of the UAE Federal Government, and is an award-winning socially responsible corporation. Etisalat has also won accolades from across the region for its nationalization programme.

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