Manager - IT Service

Position Title: Manager - IT Service
Reports to: Associate Director - Service Management
Job Purpose:
IT Service Manager leads:
- the IT Service Desk, Manages IT incidents, Services request Management, Change & Problem management, and ITSM Tools management.
- the IT Service Management capability using the IT Service management application.
The Service Manager is responsible for delivering a world class support experience for Nakheel Employees, Consultants, Customers and Partners. This role has strong leadership and communication skills which lead to their team to exceeding performance expectations.
Key accountabilities & Tasks:
Incident Management
- Monitor tickets volume and performance metrics while supporting the team in exceeding expectations, including corrective action if necessary.
- Act as a single point of contact for all IT Incident and Service Requests
- Ensure timely resolution of escalated and breached incidents by coordinating with relevant support teams and communicating with stakeholders simultaneously.
- Manage Nexthink to establish self-healing IT service desk to anticipate issues proactively before they impact end[1]user’s productivity.
Process Designing, Re-Engineering
- Ensure and update the process of controlling the entire incident management life cycles for supporting all IT services, or any aspect to avoid uncoordinated incident activities.
- Detailed understanding of all ITIL Processes such as
- Change Management
- Release & Deployment Management
- Incident Management
- Problem Management
- Access Management
- Event Management
- Service Request Fulfilment
- Service Level Management
- Continual Service Improvement
- Knowledge Management
- Communications Management
- Others
Service Request Handling
- Prioritize, assign, and act on Service Requests, Work Orders and keeping each updated with status.
- Perform administrative tasks such as, but not limited to email and account creations and de-activations, revocation, etc.
- Ensure Service Catalogue in BMC ITSM is always current and aligned with IT Policies and Business requirements.
- Manage and support MS Teams Telephony and its related applications.
Resolve Technical Issues, SLA
- Analyse, identify, investigate, and manage escalated incidents to minimize SLA breaches.
- Monitor, manage and prioritize all IT incidents and Service Requests. Ensure service levels are maintained with minimal backlogs.
- Analyse, investigate, and deal with unforeseen incidents with keen focus on timely preventing any major disruption.
- Analyse call logs to spot common trends and underlying problems.
Lead the Team
- Conduct regular meetings with all direct reports to monitor performance, track progress on the completion of the assigned tasks and discuss successes and challenges.
Provide Customer Service
- Foster positive end-user relationships and drive customer satisfaction.
- Respond to phone calls and emails from end users and ensure least number of escalations to senior management.
Monitoring and Reporting
- Ensure Incidents, Problems and Service Requests Reports are available in Real-Time and shared with the stakeholders on periodic (daily, weekly, and monthly) basis using automated tools.
- Weekly reports to Management about the Service Levels
- Deliver accurate and precise reports including quality metrics and service performance reports (SPRs) periodically.
- Chair the weekly Change Advisory Board (CAB) to review and approve release of all changes tom production.
Communication, Collaboration
- Responsible to announce to the organization about IT services maintenance activities and outages to keep users up to date and at ease.
- Maintain proactive coordination with service delivery managers to identify improvement areas and enhance service deliverables.
- Convey transparent communication with Business Units on service maintenance, enhancements, and disruptions (Planned and unplanned).
Compliance, Quality, KPI
- Establish and implement ITIL standards for all the applicable domains.
- Incident’s health and quality metrics for IT department
- Demonstrate an increase in the quality-of-service desk by establishing capability maturity plan.
- Liaise with audit on best practices and periodic access reviews.
Conduct Trainings and Improvement
- Collect User’s feedback on each incident and service request, make follow-up call to unhappy users and report the overall customer satisfaction trends to IT Management.
- Ensure Service Desk participates in each project and have enough knowledge to perform L1 support for the relevant product or solution.
- Develop Self-Healing culture using FAQs, Knowledge Management and Training Materials to provide DIY steps in troubleshooting to users.
- Promote continuous improvement by IT Service Desk for Level-1 support in IT Operations, Cybersecurity, and IT Services Deliver
- Work closely with the IT Management to identify and implement Service Desk Improvements
- Make suggestions for infrastructure, PC improvements, or end-user education to reduce recurrence of issues.
Qualifications, experience, & skills, communications & working relationships:
Experience
- Minimum 10 year’s professional or technical experience in IT with a strong background in all aspects of IT Service Desk.
- Minimum of 2 year’s current management experience that demonstrates proficiency in leadership techniques and management of resources.
Qualifications
- Bachelor’s degree in Computer Science or relevant discipline
- ITIL Foundation, Intermediate (Service Operations) Certifications
- Professional IT Certifications such as A+, Network +, Microsoft Azure Administrator etc. will be a plus.
- Any additional IT Service Management related Certifications or Trainings
Skills
- Working experience in BMC ITSM (Incident Management, Service Catalogue, SLA, PPM, CMDB, Service Desk Automation)
- Strong communication and interpersonal skills with the ability to effectively listen and communicate information in a clear and concise manner.
- Demonstrate de-escalation skills and ability to effectively diffuse/resolve customer complaints.
- Experience with computer security systems, password, and file protection protocols
- Basic networking knowledge to support related issues.
- Strong MS Office Skills (Presentation & Communication)
- Must have proven Leadership experience.
- Proactive Analytical spirit
- Team Player