Manager, Service Management

About
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. Being pioneers in aviation innovation, we're always at the forefront, pushing boundaries. We're 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 team as Manager, Service Management.

Join our Service Management team, where a ‘business first’ mindset drives our commitment to managing end-to-end business services. We ensure stable, secure, and optimized operations across end user devices, connectivity, applications, and infrastructure. Thriving in a fast-paced environment, our team is dedicated to protecting the brand, revenue, and operations of Emirates Group by collaborating seamlessly with business, IT, and supplier teams. If you're passionate about delivering exceptional business service management and making a significant impact, we invite you to apply and to contribute to the success of Emirates Group.

As a Manager, Service Management, you will oversee the service management of end-to-end business services across a portfolio of business applications, the underlying infrastructure platforms, and their dependencies for the assigned business technology portfolio. You will drive continuous improvement, service quality, customer satisfaction, and operational efficiency while developing and implementing best practices, processes, and toolsets to optimize service management in the assigned portfolio.

Key Responsibilities

• Manage the entire life cycle of all IT services within a business technology portfolio (200-300 business applications and dependent components) and ensure services are delivered within defined SLAs and KPIs.
• Maintain an enterprise view of all service management KPIs.
• Monitor and manage the portfolio pipeline of demand, resources, projects, and enhancements.
• Provide timely service recovery for abnormal service performance trends.
• Collaborate with portfolio heads to ensure technical health investments are properly sized.
• Drive the development and maturity of overall application support competencies across Agile Release Trains.
• Identify underutilisation of services and drive prioritisation with technical product managers to increase utilisation/adoption.
• Manage the life cycle of non-viable services and facilitate retirement to realize productivity and cost savings.
• Ensure support and maintenance budgets are optimised while delivering the technology roadmap for business services.
• Support the growth of the Emirates Group by ensuring services have up-to-date capacity plans and are consistently upgraded.
• Proactively identify recurring major incidents that impact business performance and drive improvement plans.
• Conduct regular supplier service reviews to ensure SLAs are delivered as per business needs.
• Lead, coach, and mentor a team of high-performing individuals, fostering professional development and creating a service management culture.

Qualifications & Experience
This job might be for you if you have:

• Degree or Honours (12+3 or equivalent) in Computer Science with relevant service management certifications.
• ITIL service management certification preferred.
• 10+ years of relevant experience in a service management lead role for a large-scale international organisation with complex infrastructure.
• Solid knowledge of ITIL V4 practices.
• Highly developed critical thinking skills with the ability to challenge established working practices constructively.
• Aviation business technology awareness.
• Ability to use enterprise tools/systems (e.g., ServiceNow, AppDynamics, Splunk, Power BI) and create senior management dashboards.
• Overall understanding of applications and the interdependencies that constitute the end-to-end business service.
• Leadership experience.

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 includes an excellent leave and healthcare package, along with transport benefits, life insurance, and more.