Cloud Service Manager

Al Tayer Group

UAE

Ref: HP324-578

Job description / Role

Employment: Full Time

We at Al Tayer Group are looking for a Cloud Service Manager as a part of our IT Infrastructure and Operations team to manage the development and implementation of Cloud based IT service and support models, and delivery ensuring compliance and optimal performance provided to business users across Al Tayer Group (ATG).
 
Roles and Responsibilities
 
Operating Model & Governance
* Provide inputs, assist in design, development and implement cloud system & service SLAs and OLA across ATG Businesses. Ensuring smooth provisioning of the services to ATG users.
* Also confirming all Cloud / OEM vendor arrangements, across the ATG Businesses and teams are aligned to ATG IT Service Delivery standards.
* Collaborate with internal and external stakeholders on matters related to Cloud Services in order to facilitate flow of information, alignment and build awareness.

Cloud Service Framework
* Design, develop, review, refine and continuously monitor Key Cloud service delivery Models and IT standards to ensure quality SLA based service from the key cloud service providers to all ATG businesses.
* Monitor compliance with the standard IT service delivery framework, policies, and procedures to ensure full compliance across all vendors and respective ATG teams.
* Develop mechanisms (reports, meetings and forums) for Service Level communication to all the relevant ATG Business units.
* Development of integrated Service Levels ( Service Availability and Support SLAs) based on the integrated technology architecture.

Cloud Service Management & Delivery
* Define Service Levels for all cloud Service providers, devise mechanism and integration points for Service management tools and systems.
* Ensure development of roadmap for improvement and introduction of the SLAs and OLA within the business for all cloud providers
* Identify any gaps in the existing Cloud Service Providers and then organise to negotiate the alligned Service Levels for cloud Services
* Liaise with IT peers across ATG to provide support and guidance on IT service delivery issues and to assist in building capabilities.

Performance Monitoring and Improvements
* Design, implement and manage KPI reporting to measure the quality and effectiveness of ATG's Cloud Service Providers.
* Implement Service Availability Model for support to ATG IT Service decision support system.
* Identify and lead service improvement initiatives to enhance IT service delivery performance and efficiencies and implementing cost reductions.
* Recommend the services of external service providers to support ATG in sourcing and appointing appropriate IT services and support.
* Define service level agreements for all contracted external IT service providers, and monitor the implementation to ensure alignment with ATG's set standards and expectations.
* Facilitate performance reviews of all external service providers and suppliers of IT services and goods to ATG to ensure performance is in line with business requirements, and identified issues are addressed.
 
Reporting
* Develop all related reports and statements in a comprehensive, accurate and timely manner, and meet business and functional requirements and standards.
* Reporting must be done at multiple stakeholder levels.
+ To Technical ATG IT teams and business teams
+ Executive Level reports to be part of the monthly business review of the cloud service performance.

Requirements

The Cloud Service Manager would be a Bachelor's degree in Information Technology, Computer Science, Computer Engineering, or a related specialisation with ITIL Certification in Service Delivery and Service Operations is required with atleast 8 to 10 years experience in Service Management with the last few years in Cloud technology or Cloud based Service Management. Experience within an OEM (Original Equipment Manufacturer) environment like Amazon, IBM, Oracle, Salesforce etc. is preferred.
 
The incumbent would be a self motivated, excellent communicator, strong negotiator with experience in Cloud architecture, service delivery, contract management, analytical thinking, decision making and presentation skills.

About the Company

Established in 1979, Al Tayer Group is a privately-held, diversified company with operations in 12 countries in the Middle East and beyond. With over 7,800 employees from 95 different nationalities, the Group has its headquarters in Dubai, UAE.

Al Tayer Group operates leading, quality-focused businesses in automobile sales and service, luxury and lifestyle retail, perfumes and cosmetics distribution, engineering as well as interiors contracting. The Groups portfolio includes several of the worlds leading brands such as Armani, Bvlgari, Banana Republic, Ford, Ferrari, Gucci, Gap, Harvey Nichols and Maserati. The Group operates over 180 stores across multiple markets in the Middle East. In addition, Al Tayer Group has investments in commercial real estate, contracting, supply chain management, precision tools manufacturing and travel agency services.

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Service Manager salaries in UAE

Average monthly compensation
AED 15,000

Breakdown available for industries, cities and years of experience