Specialist, Service Management

Sundus Recruitment Services View all jobs

  • Abu Dhabi
  • DH 12,000-14,000 per month
  • Permanent
  • Full-time
  • 1 month ago
Job Code: JPC- 4367Job Title: Specialist, Service ManagementJob Location: Abu DhabiContract Duration: 1 year - ExtendableExperience: 6-10 years of progressive Shared Services/Enterprise Business Services experienceEducation: Bachelor or Master’s Degree in Bachelor’s Degree in Business or Information Services or equivalent.Language: EnglishKEY ACCOUNTABILITIESResponsible for the development, implementation, sustainment, and continuous improvement in BUSINESS Service Management processes as well as establishing, measuring and reporting on Key Performance Indicators (KPIs) related to services, processes, operations, and delivery. A customer facing role representing the services provided by BUSINESS
  • Support the manager in working with the business and other BUSINESS leaders to proactively identify, prioritize, facilitate and lead Service improvement initiatives
  • Make service management improvement recommendations related and present conclusions to businesses, functions and management by leveraging leading practices, monitoring performance metrics, and benchmarking performance across Enterprise Business Services
  • Manage the service portal and support the service desk teams across the BUSINESS functions
  • Track and publish SLA/ KPI dashboards to internal (BUSINESS) and external stakeholders (Entity/ Corporate functional heads)
  • Ensure alignment with the ITIL framework and related service management activities
  • Develop key initiatives to improve upon SLA/KPI metric performance for BUSINESS functions
  • Define and implement satisfaction measurement tools and methodologies
  • Facilitate CSAT surveys with BUSINESS customers and collate results and develop action plans in collaboration with the relevant departments
  • Update and maintain the governance framework for BUSINESS in accordance with the guidelines and set strategy
  • Manage the review, assignment and classifications of incidents and problem cases
  • Create and review incident and problem management reports; to identify action plans to improve key performance indicators as necessary across all resolver groups and support teams
  • Introduce key ITIL disciplines and practical techniques to ensure effective end to end enterprise service management
  • Conduct Root Cause Analysis (RCA) and present reports at Business Service Review meetings
  • Define reporting requirements as requested by the entities & assisting in reassignment of misdirected incidents
  • Process Review for Incident/ Problem Management and other relevant process in BUSINESS and work on implementing enhancements and process documentation.
  • Extensive knowledge in Excel and Reporting is a must
EXPERIENCE
  • Shared Services experience: Service management, operational metrics and scorecards, and experience within a progressive Enterprise shared service operating model.
KEY SKILLS
  • Consultative style Ability to formulate and articulate a perspective and
present it in a way to create understanding and alignment on issues
  • Ability to communicate and work with senior management and to present
complex issues and options with clarity from a strategic viewpoint
  • Proficiency in full range of MS office tools

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