IT Service Manager

About
At Emirates, we are committed to connecting the world through our global hub in Dubai and constantly innovating to ensure our customers ‘Fly Better’. Emirates Group IT thrives on the dynamic nature of technology, leading in aviation innovation. We seek an exceptional IT Service Manager to join our Service Management team, which focuses on managing end-to-end business services. This role is pivotal in ensuring stable, secure, and optimized operations across end user devices, connectivity, applications, and infrastructure. The IT Service Manager will oversee the service management of IT services within a portfolio of business products and platforms, driving continuous improvement, service quality, and operational efficiency.

Location
Dubai, United Arab Emirates

Work Conditions

• Fast-paced environment
• Collaborative team setting
• Commitment to delivering exceptional business service management

Responsibilities

• Monitor service performance and act as a service escalation point.
• Lead operational support for 50-100 business applications and dependencies.
• Perform service performance analysis and collaborate for continuous improvements.
• Champion service management culture and adherence to organisational standards.
• Manage performance against Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Conduct periodic Business Service Reviews as needed.
• Negotiate annual support budgets considering service requirements and financial objectives.
• Track service utilization to ensure improved efficiency.
• Conduct Supplier Service Reviews to ensure contractual objectives are met.
• Participate in tendering and supplier selection processes.
• Maintain positive long-term relationships with stakeholders and service providers.

Qualifications & Experience
This role may suit you if you possess:

• A degree relevant to IT
• Management experience in the IT industry, with a focus on Service Management
• Expertise in Service Management practices
• Experience with enterprise tools like ServiceNow, AppDynamics, and Power BI
• Knowledge of ITIL V4 and SAFe agile practices
• Strong leadership and relationship-building skills

Apply to contribute to the success of Emirates Group and shape the future of airline IT services.