Job Purpose Summary:
Act as a Subject-Matter Expert (SME) in Service Delivery including concepts of IT Service Management and ITIL framework. Manage process execution and ensure that all services are optimized within the entire AJN technology infrastructure to meet agreed KPIs. Work closely with suppliers, partners and internal teams to monitor, manage and ensure continuous improvement of Service Quality, ensuring industry best practices and framework are followed effectively
Key Responsibilities and Accountabilities:
• Act as a subject matter expert in one or more of the technology process framework, such as ITIL, areas like Problem Management, Availability Management, Change Management, Release Management, Asset Management, Configuration Management, Service Catalog, etc.
• Ensure adherence to the technology management processes and its critical success factors (CSFs) through effective communication across the technology organization and to the business, when appropriate
• Drive ongoing productivity improvement and innovation in partnership with stakeholders. Anticipate internal/external business issues to align operational priorities
• Champions the importance of relevant service management areas for reducing downtime, increasing business satisfaction and reducing technology resources spent. Recommend strategies for improvement and best practices programs
• Manage the service delivery process and oversee the integration of all service delivery units and constantly improve the quality and inter-working of the entire service delivery team, including internal teams (IT service desk, application support, operation and support) and service partners and suppliers to ensure adherence to a seamless end-to-end delivery of service to customers
• Recommend and utilize suitable service management tools with consultation and coordination of the Applications and other IT teams
• Produce and submit management reports of service performance to IT and Technology management as for agreed schedule and upon request
• Effectively monitor, control and support service delivery, ensuring systems, methodologies and procedures are followed
• In support of a culture of operational and service excellence and to drive increased efficiency and effectiveness of responsible service(s), recommend and implement best practice procedures for the on-going management of technology services.
• Identify and resolve issues related to the performance of the services and/or deviation from defined scope. Formulate and implement corrective actions.
• Provide guidance and technical supervision to less experienced staff performing similar functions.
• Perform Project management responsibilities in responsible service areas when required.
• Manages, measures and reports on key service-level metrics, including average response time, mean time to repair (MTTR), resources required per tickets and end-user productivity
• Is an active member of the technology service management process and teams, and works to provide seamless process and data integration among these process modules to ensure cross-domain consistency
• Assist with bid/proposals/RFP preparation and planning for different services when required.
• Responsible for reviewing trends and proactively taking actions to identify and remove errors.
• Provides a single point of contact for one or more problems and is responsible for ownership and coordination of actions of those problems to analyze for root cause, identify Known Error and coordinating actions to remove the error.
• Maintain the availability and reliability of Technology services to ensure that Technology can effectively meet service targets in accordance with planned business objectives.
• Actively analyze, review and recommend new services and features to the planning and architecture team.
• Act as the focal for all service-related communication, coordination needs from requesters in other divisions.
Job Details
| Date Posted: | 2013-05-26 |
| Job Location: | Doha, Qatar |
| Job Role: | Technology/IT |
| Company Industry: | Arts/Entertainment/and Media |
Preferred Candidate
| Career Level: | Management |
| Degree: | Bachelor's degree / higher diploma |
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