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IT Service Delivery Manager

Location: United Arab Emirates
Date Posted: September 17, 2020
Job ID: 4709
Employment Type: Permanent
The IT Service Delivery Manager will be the single point of contact for issues and requests related all technology and digital services in the department

They will be responsible for managing business expectations, communicating between clients and the technology department, and providing resolutions to clients and stakeholders. You will need to identify and act on improving services whilst also managing issues to improve the overall service quality. The role will be managing the service desk team and implementing high service standards.

Responsibilities

  • Manage the Service Desk team across all aspects of the business
  • Assist and mentor other team members to create an ever improving, tightly knitted team that work and grow together
  • Respond and apply updates based on feedback from employee, client and technology teams
  • Ensure all IT incident requests are dealt with according to pre agreed procedures
  • Arrange implementation of solutions and preventative measures to improve overall performance
  • Communicate with IT management about system issues faced by business users to improve overall performance
  • Create reports on business service level agreement targets and communicate these reports for further analysis
  • Manage suppliers SLAs and ensure they are in line with targets

 

Requirements

  • 8 + years experience in IT delivery, solutions implementation, project management or similar
  • 5+ years experience in IT Service Management
  • Experience managing an ITIL service desk
  • Bachelor of Computer Science
  • ITIL & COBIT certified
  • Strong team mentality including the ability to develop and grow
  • UAE Nationals are preferred

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