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IT Service Delivery Manager


Dubai, UAE

Ref: GP557-53

Job description / Role

Employment: Full Time

• Service Management with 70 % of Technical & 30 % in Management (MIS & Presentation is a must along with fluent English)

Good Experience in:
• Exchange & Office 365
• Active Directory
• Enterprise Vault
• Symantec Gateway and End Point

• Maintain high performing service support functions including and IT Service Desk, Desktop Support and VIP Support
• Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required
• As owner of the escalation, process the Service Delivery Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
• Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
• Champion Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimized and agreed
• Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems
• Drive internal and third party service review meetings covering performance, service improvements, quality and processes

Meeting Support
• Deliver excellent Presentation and Audio Visual support, ensure meeting room technology is maintained to high standards and routinely checked to ensure high levels of availability
• Ensure that training services are in place to educate staff on how to use meeting room and collaboration technology effectively

• Lead the Desktop Management team to continually improve the desktop computing environment
• Manage the desktop computing environment to ensure that laptops, PC’s and other access devices are built and maintained to high standards of performance and security
• Ensure that patching and anti-virus updates are carried out promptly and effectively
• Work with the Technical Design team evolve standards for hardware, software and security in the desktop environment

Performance & Quality
• Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner
• Work with internal and third party teams to ensure actions are taken and completed to protect and improve services
• Provide regular and accurate management reporting on IT Service performance
• Effectively deliver/manage Staff Management including recruitment, mentoring, training, target setting and performance assessment
• Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments


Qualities and Skills required Essential
• Able to demonstrate the ability to undertake the above responsibilities
• A passion for Service Improvement
• Experienced Service Management professional
• ITIL Qualified & PMP is good to have
• Previous experience as a Team Lead or demonstrable experience in leading teams
• Experience of managing 3rd parties and 3rd party delivered services
• Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines
• Expert knowledge of ITIL disciplines
• Excellent leadership and people management skills
• Excellent written and verbal communication skills
• Willingness to support and mentor junior staff
• Excellent customer facing/customer service skills
• Able to work under pressure and meet deadlines
• Able to demonstrate a high degree of flexibility including shift and out of hours working
• Excellent organizational skills
• Able to manage sensitive and sometimes confidential information
• Self-motivation and able to take responsibility
• Able to manage and priorities and tasks and time efficiently
• Able to demonstrate initiative and a proactive approach to daily tasks

Good in Exchange & Office 365
• Active Directory
• Enterprise Vault
• Symantec Gateway and End Point
• With 70 % Technical & 30 % Management Experience

If Interested Please send your updated resume with following details and send it to me ASAP.
• Total Exp. :
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• Expected Salary: AED
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• Is your Degree Certificate is Attested in Your Home Town & UAE,MOFA Yes/No :

About the Company

Raqmiyat, a leading Systems Integration and IT Services company founded in 1983 in the United Arab Emirates, provides world class business solutions through its expertise in various domains and partnership with international firms of repute.

Raqmiyat is one of the Al Ghurair Group of Companies and an ISO 9001:2000 & CMMI Level 3 certified organization. We enable our clients to create and execute their digital transformation strategies. Our service is differentiated by the imagination, knowledge and experience across industries and technologies that we bring to every project we undertake.

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