Job Description

Ref. JB1336968

Service Manager Assistant
Al Alamiah Technology Group

a)Shall be responsible for carrying out in an effective manner the management of day to day services and activities of the personnel, attendance, resources distribution, resources backup, etc.
b)Ensuring effective incident management and Service Desk operations.
c)Ensuring effective problem management and that agreed escalation procedures are followed.
d)Ensuring effective operational change control procedures.
e)Ensuring effective and up to date asset management procedures.
f)Ensuring effective Information Technology Infrastructure Library (ITIL) framework processes.
g)Ensuring that all ATG’s SLAs are being met.
h)Ensuring maintenance and production of accurate, up to date services’ statistics and reports.
i)Managing Hardware Lease SLAs.
j) Providing ongoing, weekly and monthly reports to ATG and clients representatives regarding Hardware Lease SLAs and stock availability.
k)Ensuring effective incident reviews.
l)Arranging internal staff meetings.
m)Continuous resources skills improvements, training, orientations, etc.
n)Continuous monitoring of resources certifications.
o)Arrange weekly meetings with the clients' representatives to review services.

Skills

a)Bachelor Degree in Computer\Electronics Engineering\Science
b)Aged between 30 - 50 years
c)Information Technology Infrastructure Library (ITIL) Service Manager certified (Preferred)
d)At least 8 years experience in IT services.
e)The last 4 years of experience must be in Kuwait or any of the GCC countries
f)At least 3 years experience in Outsourcing and IT Service Management (At least one customer references of outsourcing projects)
g)At least 2 years experience as a Service Manager Assistant in similar project to KOC scope and environment (A client certificate must be provided)
h)At least 2 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)Experienced in total staff development and training procedures and reviewing staff performances
n)Excellent and proven track of technical skills and background (at least 3 years hands on experience in hardware, Applications, Microsoft backend services, Microsoft Exchange, Servers administration, SANs, etc..)
o)Arabic native speaker
p)Fluent in English
q)Must possess a valid driving license.