Service Level Analyst - Enterprise IT

Job description / Role

Service Level Analyst - Enterprise IT - Al Futtaim Group - Dubai, UAE

- Elicit service level requirements from the business
- Contribute to documenting the service design package
- Draft SLAs between EIT and the business
- Work with EIT to formalize internal agreements (OLAs) to ensure that the SLAs committed to the business are met
- Create and maintain a Catalogue of IT Services
- Document Service Level management process in order to standardize work procedures and maintain consistency.
- Work with Change Managers to understand the SLM requirements for proposed new services and changes
- Establish a Service Review process; planning, organizing and facilitating recurring meetings
- Collate, analyze and disseminate SLA performance metrics. Communicate metrics and hold regular Service Review meetings with internal as well as external stakeholders
- Ensure importance of SLA adherence across the organization through various awareness sessions.

Requirements

- At minimum of 3 years of experience in ITSM, Process and Quality Function
- Bachelor’s Degree in Computer Science, Information Systems, business administration or other related field.
- Preferably at least one end-to-end ITSM implementation including process definition, re-engineering, tool customization, conduct process workshops / trainings, overseeing continuous improvement initiatives
- ITIL Foundation Certified. Six Sigma, Lean and CMMI certification / experience will be an added advantage
- Excellent understanding of ITIL Service Design concepts and ability to implement processes on the ground
- Knowledge of infrastructure management and technologies
- Excellent command over the English language
- Interpersonal Skills, Problem Solving, Confident, adaptability, innovative thinking, Customer focused, Attention to Detail

About the Company

Established in the 1930's, the Al-Futtaim Group initially operated as a trading enterprise. Rapid development throughout the 1940's and 50's saw it establish itself regionally as an integrated commercial, industrial and services organisation, positioning itself one of the leading business houses in the lower Gulf region. Today, it operates collectively over 40 companies bearing the Al-Futtaim name, dominates many market segments in the UAE, and has expanded its sphere of operation to include Bahrain, Kuwait, Qatar, Oman and Egypt.

The Group comprises a diverse range of strategically positioned operating subsidiaries and associate companies, structured to give the Al-Futtaim Group the flexibility and versatility to keep ahead of local competition while keeping pace with the ever-evolving global business scenario. The Groups continued investment in world-class systems technology is clear evidence of its commitment to maintain leading edge performance and service delivery.

The success of the Al-Futtaim Group can be attributed to a business approach that combines the ability to change with the traditional values of integrity, service and social responsibility that define its core business philosophy. This, linked with the Groups belief in decentralisation, gives the heads of the operating companies a high degree of functional autonomy and authority, providing the Group with essential flexibility, and individual employees a clearly defined work culture and sense of responsibility.