IT Service Delivery Manager

Job description / Role

Job Purpose:
The IT Service Delivery Manager provides leadership, plans, and manages the IT Service Delivery projects, services, and activities to ensure the successful delivery of the innovative solutions and services that support, enhance, and successfully contribute to the du business environment.

Defines, enhances, documents, implements, measures and promotes the processes, procedures, policies, guidelines, and standards and ensures the proper implementation, and management of all related IT Service Delivery infrastructure that enables the proper operation and delivery of the services required by the business.

Principal Accountabilities / Key Result Areas:
• Define, document, implement and manage Service Delivery disciplines at du, and determining the requirements for the required processes and as it relates to the Service Level Management, Availability Management, Capacity, and Service Continuity Management
• Plan and improve the IT services provisioning and delivery and ensure standardized methods and procedures are applied and used at all times and as per business needs and requirements
• Contribute to the building and development of the IT Service Management culture at du and provide leadership through continuous improvement and integration of best practice and standards
• Recruits and develops support staff to ensure that Service Delivery function has the necessary skill base and that staff are optimally motivated and enabled to maximise their potential and contribution to du
• Oversee and responsible for the quality of the development, management, and updates of related processes, procedures, documentation
• Monitors and supervises the execution and maintenance of processes and procedures, highlight and ensure all associated risks, urgency, and impacts are proactively identified and mitigated
• Work with different teams to manage planned projects and activities and as it relates to IT Service Delivery function and deliverables
• Chair and participate in meetings and various discussions and as required for IT Service Delivery planning purposes
• Provide reports to business and management on the different processes (daily, weekly, and as required), this is to include ad-hoc reports and queries as required
• Monitor and drive the efficiency and effectiveness of IT Service Delivery function and make recommendations for quality and service improvement
• Conduct periodic reviews as required of the processes and suggest changes as necessary
• Liaise with internal du departments and teams to determine business requirements, execute projects, and set, meet and exceed service standards
• Maintain and improve IT Services quality while meeting business objectives and setting realistic and agreed measures and targets
• Deliver cost effective and sustained level of availability by supporting and optimizing the capability of the related du IT services and Infrastructure
• Work closely with different departments, vendors, and suppliers to set clear direction and ensure strategies, goals, deadlines, and projects are met on time, budget, and quality performance
• Keeps the management and business up to date with regular progress reporting on related IT Service Delivery projects, topics, activities, and issues
• Offer 24 x 7 service delivery to the du business environment

Requirements

Knowledge, Skills, Experience and Competencies:
• Strong skills, experience, and knowledge of the IT Service Management disciplines, frameworks, processes, and standards
• Strong skills in Availability, Capacity, Service Continuity and Service Level Management
• Clear understanding and working knowledge in Incident, Problem, Change, and Configuration Management
• Strong understanding of IT Service Management emerging trends, technologies, and tools
• Good leadership skills in a multi cultural and multi national environment
• Good reporting and documentation skills
Qualification:
• Associates Degree or Diploma in Computer Science, Information Systems, or related discipline
• ITIL and IT Service Management Certifications is a plus
• Project Management and International Certifications is preferred
Experience:
• 7 years of relevant experience
• Strong and up to date knowledge of latest IT technologies, concepts, and products
• Previous management roles preferable in a multi-culture environment
• Solid experience in creating and applying IT processes, policies, procedures, and standards
Core Competencies:
• Well developed verbal communications skills (preferably in both Arabic and English)
• Good analytical reasoning abilities
• Customer service and results oriented
• Team player and co-operation along with clear leadership skills
• Adhere to company policies, standards, and procedures
• Capable of working long hours and under stress
• Meet company timelines and objectives
• Respect authorities and hierarchy structure

About the Company

du is the new telecommunication services provider in the UAE. We are an integrated service provider offering voice, data, video and content services over fixed and mobile networks to residential and business customers.

du has three broad target segments:

Consumers: Focusing on individuals and households by offering mobile and fixed voice calling, Internet, data services and television. Businesses: Focusing on small to very large corporations and government agencies by offering integrated fixed and mobile business solutions including voice, data, content and applications as well as professional services.

Carriers: Focusing on providing carrier, international data networks and wholesale services to international operators, multinational corporations and telecom carriers.

The needs of our customers are our primary focus. Our aim is to provide new and innovative services that deliver a better customer experience.