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Job description / Role
The Alshaya eGroup is a diverse organisation supporting corporate, warehouse and retail specific IT infrastructure and systems. We have software teams creating and developing in-house applications and product teams optimising and integrating major third party solutions. The rate of growth across divisions and geographies means we are constantly evaluating how we provide robust, scalable and business enabling infrastructure and systems in line with global benchmark standards.
The Role:
This role is accountable for service transition and delivery programs and initiatives. You will be responsible for two main areas; the creation and maintenance of a service transition and delivery program for transitioning services into production for business use and across teams, and continual service improvement programs responsible for maintaining and improving ongoing quality in IT services. The candidate will be held accountable for the outcome of ongoing improvement activities.
Responsibilities will include:
- The design and development of Service Transition and Delivery programs
- The design and development of Continual Service Improvement programs
- Communicating goals, objectives, KPI's and Service Level Agreements to staff and management
- Coordinating improvements with service owners to identify improvement opportunities
- Working with service owners and functional managers to defines key performance indicators (KPIs)
- Coordinating with functional managers to develop metrics for improvement
- Overseeing the gathering of baseline data so it can be assessed against captured data for improvement
- Ensuring monitoring requirements are defined and carried out by functional managers
- Liaising with various functional managers in the organisation to facilitate implementation of new or improved service processes.
- Skills & Qualifications Required
Requirements
- 5-7 years' work experience in a technical area, primarily around service delivery
- Proven experience in IT infrastructure planning and development
- A good understanding of processes and process management
- A good working knowledge of ITIL, especially Service Delivery practices, ISO 27001 and ISO 9001 best practices and standards and how they are applied to IT
- Strong leadership skills with excellent interpersonal and consultative skills
- A university degree in the field of computer science, engineering or information systems
- Certification in ITIL v3.
- A Six Sigma, Lean or TQM certification will also be desirable
About the Company
As a leading international franchise operator, with nearly 90 of the world’s most recognised brands in its portfolio, Alshaya Group brings great shopping, dining, leisure and hospitality experiences to millions of customers across the Middle East & North Africa, Russia, Turkey, Europe and beyond.
Alshaya Group is a dynamic multinational business and family owned enterprise with a consistent record of growth and innovation. For 35 years, Alshaya has been a pioneering force in brand franchising, using its exceptional knowledge and experience to expand at pace.
Our portfolio of well-loved international brands includes Starbucks, H&M, Mothercare, Debenhams, American Eagle Outfitters, P.F. Chang’s, The Cheesecake Factory, The Body Shop, M.A.C, Victoria’s Secret, Boots, Pottery Barn, KidZania and, coming soon, Hampton by Hilton.
From one retail franchise store opened in Kuwait in 1983, Alshaya Group has consistently grown and diversified and today offers customers an unparalleled choice of brands across multiple sectors; Fashion & Footwear, Health & Beauty, Food, Optics, Pharmacy, Home Furnishings, Leisure & Entertainment, and Hotels. A diverse, skilled team of 53,000 people from 120 nationalities support more than 4,000 stores, cafes, restaurants and leisure destinations, a growing online business and a commitment to delivering great customer experiences.