IT Service Operations Manager

Job description / Role

We are Chalhoub Group, a leading family business in the world of beauty, fashion and gifts. We have blended our Middle East expertise and intimate knowledge of luxury to offer service excellence to all our partners and a unique experience to all our customers for over 60 years

As we continue to grow, it’s our vision to become a hybrid retailer, bringing luxury experiences to the fingertips of customers everywhere.

Our passionate teams drive our vision forward, without them, we couldn’t create luxury experiences for our customers. Through opportunities, development and support, we empower each and every employee to achieve their career goals – and beyond. It’s an exciting journey we’re on, and one you could be part of.

We are seeking an IT Service Operations Manager who brings innovation and authority to Service Relationship management and will be the ultimate authority on the ITIL Service Operations processes and functions including Service Desk, Incident, Service Request and Problem Management to deliver an outstanding service and delight our customers.

Your work will have a direct impact on all related policies, process definition, promotion, governance and identification of risks as well as driving implementation, adoption, and continuous improvement across the organization. This role must represent the policies and processes to the business, IT, and all Service Providers and is accountable for process performance across the enterprise including the identification and execution of specific improvement programs.

What You'll Do:
• Manage the performance and delivery of services to customers (24 x 7, 365 days per year) and ensure that service levels are achieved in line with overall organisation objectives
• Develop and standardize operating procedures and processes for Incident / Problem Management, Request Fulfillment and Service Desk to ensure consistent and focused customer satisfaction and clear consistent and business focused communications.
• Take overall responsibility for incident, problem management and request fulfillment in coordination with internal IT stakeholders, to ensure a single point of contact and consistent delivery for all service delivery commitments to user community.
• Develop plans for the resourcing of Service Desk and provide optimal coverage to support 24x7 operations that enables delivery of the agreed SLA’s.
• Establish solutions repository and ensure quality solutions are available to the service desk team. continually facilitate knowledge transfer, shift left and sharing within the team and from other IT stakeholders.
• Develop and communicate operational level agreements with IT stake holders to set expectations and measure performance for improving the customer experience in the organization. Advise management on situations that may require additional client support or escalation.
• Create and cultivate Service Relationships throughout the Group, creating Service Level Reports, meeting key Stakeholders to present IT performance, understanding any concerns with the quality of Service provided and driving Service Improvements through the IT and Partner Teams.
• Effective Management of all customer enquires & complaints.
• Establish metrics for reporting and analysis for continuous improvement of IT service levels metrics that are aligned to business priorities
• Timely escalation on issues that could significantly impact the service delivery to business.
• Ensure compliance with IT Policies, Security Standards and strengthen internal controls. Identify and manage key risks in your domain.
• Lead a lean, skilled and fully engaged team; working with them to plan and prioritise their workloads, set objectives, conduct appraisals and supported to continually improve their performance and results.
• Develop team in line with target and establish clear objectives, roles and responsibilities of the team.
• Motivate team members to maintain excellence in service delivery and have opportunities for professional development.

What you need to succeed in this role:
• 5 + years of experience in IT operations
• University degree in Computer Science or relevant subject or relevant experience
• ITIL Foundation Certification (as a minimum)
• Exposure to ITSM Toolsets
• Ability to think out of the box and come up with ideas to enhance processes, systems, etc.
• Excellent communication / presentation skills
• Strong organisation skills and attention to details
• Working knowledge of all ITIL processes, in particular Service Design and Service Operation
• Good understand and management of risk
• Excellent stakeholder management skills

Ready to join our exciting transformation to become a hybrid retailer, bringing luxury experiences to the fingertips of our customers everywhere? Now’s your chance. By being part of our journey here at Chalhoub Group, you can make a real impact on customers and some of the finest brands in the world. In return, you’ll have everything you need to innovate your career.

What we can offer you
• We will help shape your journey with us through enriching experiences, learning and development opportunities and exposure to different assignments within your role or through internal mobility.
• Our Group offers the opportunity to support careers that may span different teams, different job roles, different categories and even different countries. We offer diverse career paths for those who show drive and passion as well as the desire to learn and grow.

Amazing benefits
• We recognize the value that you bring, and we strive to provide a competitive benefits package which includes health care, life insurance, child education contribution & exclusive employee discounts.

Requirements

What you need to succeed in this role:
• 5 + years of experience in IT operations
• University degree in Computer Science or relevant subject or relevant experience
• ITIL Foundation Certification (as a minimum)
• Exposure to ITSM Toolsets
• Ability to think out of the box and come up with ideas to enhance processes, systems, etc.
• Excellent communication / presentation skills
• Strong organisation skills and attention to details
• Working knowledge of all ITIL processes, in particular Service Design and Service Operation
• Good understand and management of risk
• Excellent stakeholder management skills

About the Company

The Chalhoub Group is the leading partner for luxury across the Middle East since 1955. As an expert in retail, distribution and marketing services based in Dubai, the group has become a major player in the fashion, beauty and gift sectors regionally.

By blending its Middle East expertise and intimate knowledge of luxury, Chalhoub Group is building brands in the region, by offering service excellence to all its partners and a unique experience to its customers through its passionate teams.

With a growing workforce of more than 9,000 people, implemented in 14 countries, as well as the operating of over 470 retail outlets, the group's success is attributed to its most valued asset of highly skilled and dedicated teams. Professionalism and passion are what fuel the Chalhoub Group's competitive edge in today's market.

By being committed to implementing sustainable practices into their business, the Chalhoub Group has been awarded in 2013 the CSR Label from the Dubai Chamber of Commerce.