At Emirates, we believe in connecting the world to and through our global hub in Dubai and in constantly innovating to ensure our customers Fly Better. Emirates Group IT thrives on the dynamic nature of technology. We are on the lookout for exceptional IT professionals to fortify our position as leaders in the industry. Embark on a journey with the world's largest international airline and become a vital part of our cutting-edge information and technology.
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In this role you will:
- Drive end-to-end Product Service Management discipline within the respective assigned IT Portfolio in accordance with ITIL throughout our IT portfolios, products, sub-products, and supporting services, including third-party services.
- Ensure strategic alignment between product outcomes and service efficiency.
- Maintain operational oversight, governance and promote a culture of continuous improvement and resilience across the IT product portfolio.
- Deliver the service management strategy for products, sub-products, underpinning services, and third-party products and services within the assigned IT Portfolio, in close collaboration with Product Delivery, Quality Engineering, Infrastructure, TechOps and CyberSecurity.
- Own, establish and drive product service fulfilment delivery of underpinning services required for effective and efficient product and sub-products within the respective portfolio.
- Design, develop, maintain and govern a data and insights driven, product-centric service management dashboard across all respective products and underpinning services.
- Embed operational hygiene practices, including go-live readiness, resiliency drills, failover and recovery testing, in adherence to policies, standards & procedures.
- Drive consistency, accountability, and service excellence across service management disciplines, managing third-party service performance, contract adherence, and service reviews.
Requirements:
- Degree in Information Technology, Engineering or any related field.
- ITIL/ITSM certification is essential.
- 8+ years of Information Technology Experience (including experience in IT operations, Infrastructure or service management).
- Experience in an international global distributed organisation with complex product portfolio and infrastructure landscape (5+ years in service management lead role for a large-scale company).
Knowledge/skills:
- Critical Infrastructure IT experience preferred.
- Solid knowledge of state of the Art end-to-end ITIL practices and ITIL implementation experience.
- Highly developed critical thinking skills with the ability to challenge established working practices.
- Proven experience in a Cross-Functional/Matrix organisation.
- Understanding of IT Product Management & underpinning Infrastructure components.
- 3rd party vendor service and stakeholder management.
- Solid Understanding of the various interdependencies that make up the end-to-end business service.
Leadership role: Yes
Salary & Benefits:
Join us in a management role and enjoy an attractive tax-free salary. On top of our generous travel benefits, including discounted flights and hotel stays around the world, this managerial role also has an excellent leave and healthcare package. That’s on top of transport benefits, life insurance and more.
