Job Description

Ref. JB1336966

Service Manager
Al Alamiah Technology Group

a)Shall be fully integrated with the client management team and shall work very closely with the client's Representatives who shall be the main point(s) of contact.
b)Shall be fully accountable for all services required by the client and shall be the prime contact for the ATG for all matters related to the services.
c)Should continuously propose improvement and innovations to the services in order to enable CIT Group to:
i)provide better support services to client users’ community and
continuously enhance them.
ii)deliver overall support services in a cost effective matter.
iii)facilitate client users to utilize information technology in a productive and effective manner.
d)Plans and monitors the execution of major projects. Pilots, technology update sessions and prototypes within the service scope with the client (e.g. migration to new Operating System on desktops and or\servers).
e)Manage suppliers’ relationships to ensure that client is getting the right level of support and commitment from various suppliers (e.g. Microsoft, IBM, HP, DELL, MCAFEE, etc..)
f)Submits Monthly reports to the client Representative on various issues and operations.
g)Submitting monthly reports regarding SLA achievements.
h)Ensuring that user satisfaction survey is being conducted, and that user satisfaction level is maintained as per SLAs set and continuously improved.
i)Shall represent highest point of escalation for services’ operations.
j)Maintains, develops and continuous improvements of services accreditations and certifications.
k)Maintains, develops and continuous improvements of services’ quality, procedures, policies and documents.
l)Arrange monthly meetings with the client to brief the services operations, problems, suggestions, etc.
m)Manages additions or deletions to services, within the scope of the service.

Skills

a)Bachelor Degree in Computer\Electronics Engineering\Science
b)Aged between 30 - 50 years
c)Information Technology Infrastructure Library (ITIL) Service Manager certified (Prefered)
d)At least 12 years experience in IT services
e)At least 5 years experience in Outsourcing and IT Service Management (At least one customer references of outsourcing projects)
f)The last 5 years of experience must be in Kuwait or any of the GCC countries
g)At least 3 years experience as a Service Manager in similar project to KOC scope and environment (A client certificate must be provided)
h)At least 3 years experience of working with Service Management tool based on ITIL principles.
i)Proven track record of relationship management.
j)Proven track record in total quality management.
k)Proven track record in setting up policies and procedures
l)Proven track record of quality service delivery
m)Proven track record in implementing ISO standards (ISO20000, ISO27001) within the service framework (With evidence of organization certification from external registered certification bodies)
n)Proven Track Record in Dynamic Management and in designing an efficient organizational structure for a large Service Management and Delivery Team
o)Experienced in total staff development and training procedures and reviewing staff performances
p)Excellent and proven track of technical skills and background (at least 5 years hands on experience in hardware, Applications, Microsoft backend services, Microsoft Exchange, Servers administration, SANs, etc..)
q)Arabic native speaker
r)Fluent in English
s)Must possess a valid driving license.