Service Manager

Baker Tilly - Kuwait - Al Koweït, Koweït

Description du poste

Key Duties & Responsibilities

1. Lead the delivery of service, improvement plans, influence service management strategy interact with key suppliers and internal groups to identify opportunities for service improvement and better optimization of the IT infrastructure
2. Negotiate SLAs, Chairing regular Service level review process meeting to discuss - current performances, SLs/ against targets and reviewing OLAs and agreeing actions on moving forward.
3. Engage with customers to understand their service requirements. Establish scope of work and targets to be met
4. Translate the customer requirements in to a Managed solution
5. Project manage the implementation of the solution. Create and maintain the detailed project plan, manage budget, risks and timelines, and interface with the customer through.
6. Ensure that customer process / procedure documentation such as standard operating procedures, work instructions etc. are maintained and followed by the service disk
7. Interact with customer for updates and changes to these process and documents
8. Proactive actions to seek service improvements where needed and to eradicate any unacceptable level of service

Compétences

Skills:
1. At least 7-10 years of experience working in an IT/Service environment
2. Led at least three similar project managements
3. Consummate customer liaison skills, with a dedicated and positive attitude
4. Proven track I service management (defining and creating SLA’s and OLA’S, service catalogues, conducting service review meeting, reviewing service targets etc.)
5. Good proven experience in incident and problem management and business relationship management. A good grounding in customer relationship management is required
6. Experience of working in an environment where ITIL V3 is being developed is essential
7. Drive forward the design, implementation of a first class service support model into a rapidly changing organization, design and implementation of KPI’s, OLA’s and SLA’s, service catalogues, business reporting, regular and reviews service delivery

Educational Qualifications Required:
1. Degree level in engineering or science
2. Certified as ITIL V 3 service manager
3. Certified project manager professional (PMP)
4. Certified six sigma black belt
5. Process Improvement Certified COBIT Certified At least 7-10 years of experience working in an IT/Service environment

A propos de la société

Baker Tilly Kuwait is an independent member of Baker Tilly International. Baker Tilly International is the world’s 8th largest accountancy and business advisory network by combined fee income of its independent members. Baker Tilly International is a leading worldwide network of high quality, independent accountancy and business advisory firms, all of whom are committed to providing the best possible service to their clients, both in their own marketplaces and across the world, wherever the client needs help.
As an independent member of Baker Tilly International, Baker Tilly Kuwait in the Middle East provides the following Accounting and Business Advisory services:
A. Accounting Services
B. Business Advisory Services