Job closed
Ref: RP117-78
Job description / Role
ROLE PURPOSE
- To support the IS Service Manager in the day to day monitoring and detailed analysis and reporting of IS Service performance against agreed SLA’s with the business.
- To provide country, area, regional IS reports as required
- To monitor all outstanding IS Service incidents and where required escalate to ensure that SLA targets are met.
KEY ACTIVITIES
- Work with IS Service Manager to provide detailed analysis of frequent issues, including “Root Cause” and recommended actions to resolve and reduce such incidents.
- Provide monthly SLA and IT Scorecard performance reports to the IS Service manager for presentation to the business.
- Monitor all outstanding service tickets and where required escalate to the IS Service manager to ensure that SLA performance targets are met.
- Provide the IS Service Manager & Country IT Manager with Functional P+L reporting to enable them to better understand and manager the cost of IT to the business.
- Responsible for coordination all request from the business relating to IT Services.
- Monitor external Vendors to ensure that they meet their performance targets
- Provide or arrange IS Training sessions to the business as and if appropriate to support the overall improvement of IS Service.
- Incident Management
- Warrantées are honored
- Execute regular surveys of user satisfaction and measure the user view of IT service provision.
- Ensure that service provider organizations deliver all required services according to agreed processes and procedures.
- To continuously review IS processes
- Conduct local business needs analysis in the context of regional/area and country direction
- Build a strong working relationship with account management/service management in the IT service providers to review capacity forecasts, service performance, incident management, improvements, issues and user requests.
- Work with service providers to achieve continuous service improvements as a result of customer feedback.
- Demonstrate a service and measurement culture for IT Service Management that routinely establishes and monitors Key Performance Indicators.
Requirements
- University Degree in Computer Science, Information Systems, Business Administration or related field.
- Knowledge in IS Service Management and ITIL Framework an advantage
Skills
- Communication skills (English), spoken and written (excellent)
- Experience in IS Service methodology based on ITIL standards
- Experience in project management and project management methodologies such as PRINCE II
- Strongly analytical and problem solving skills
Competencies
- Building and Managing Partnerships: Uses effective interpersonal styles to create and sustain effective relationships with business users
- Building Competitive Advantage: Drives superior organizational performance by building a high performance service culture. Focuses the organization on key drivers that impact success. Builds a culture sensitive to the impact actions have on Company's profitability margin.
- Commitment to Excel: Challenges self and others to exceed standards and achieve extraordinary results. Is not easily deterred when obstacles or delays are encountered.
- Constructive Challenge: Encourages an environment where people at all levels can stand up for their ideas and where the status quo can always be challenged for the better.
About the Company
Transguard Workforce Solutions delivers Professional Contract Staffing (also known as Employee Outsourcing) within the UAE.
Our Workforce Solutions include:
• Delivering Sourcing and Recruitment Solutions for Clients in need of identifying Contract or temporary Staff.
• Providing a complete end to end Staffing Solution which includes Visa Sponsorship, HR Management, Employee Welfare & Payroll Services.
• Transitioning Contract Staff from other staffing providers to Transguard while remaining compliant with UAE Labour and Immigration Laws.
Transguard Workforce Solutions currently employ over 2000+ Staff from over 70 different nationalities. Across the Group, we payroll over 70,000 employees monthly.