Service Manager

About the Job
• Responsible for defining and documenting the company processes and procedures (Incident, Change, Problem, Capacity, Availability etc.) and be a process manager for these.
• Support the customer process owners in improving the maturity level of the customer processes.
• Report and follow up Service Level metrics on a weekly and monthly basis.
• Work closely with delivery to ensure SLAs and KPIs are met through all the service components.
• Initiate service improvements regarding availability, performance, service demand, and cost.
• Establish and run a governance model with the relevant customer service management owner(s) and process owners.
• Monitor service level performance and address customer satisfaction gaps and issues in service delivery.

Requirements

• 5+ years’ experience with relevant technologies
• ITIL V4 certification
• Expertise in incident management and coordination
• Strong analytical and problem-solving skills
• Excellent communication and interpersonal skills
• Ability to work under pressure and manage high-stress situations
• Strong organizational and multitasking skills

Location
ARE - DU - DUBAI