IT Service Delivery Manager - 3405284

Intertec Systems LLC
  • IT Service Delivery Manager Jobs in Dubai - 3405284

    Intertec Systems LLC
  • 12 - 15 Years
  • Dubai - United Arab Emirates
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3405284

Job Description

Experience in a role with strong working knowledge and understanding of NOC and Managed Service operations with in ITIL frameworks (Incident, Change and Problem Management)
Service delivery assurance to ensure maximum service availability and performance to our customers infrastructures we manage
Driving and implementing operations services strategy in order to achieve performance and quality in alignment with Global Services Standards
Monitoring customer satisfaction to modify working practices in line with a continuously evolving industry sector
Knowledge of the current IT environment and industry IT trends to identify the engagement and client service issues, and communicate this information to the engagement team
Experience of ITIL, ISO20K and ISO27K standards framework and implementation exposure
Building the subject matter expertise within the function and provide resources into approved projects whilst maintaining operational coverage and efficiency
Be responsible for career development and appraisals
Performing Data Center andor System ConsolidationRelocations, including Migration PlanningDesign, Communication, Coordination and Execution
Interacting with IT staff or vendors in performing complex testing, support and troubleshooting functions
Demonstrate an in-depth understanding of partner contract nuances to execute programs effectively
Ensure continual improvement in customer satisfaction, delivering higher value services and productivity


The roles definition breaks down into the following areas

Operational Efficiency

Manage day-to-day 24 7 operations, in the area of desktops, infrastructure networks and applications to exceptional levels of service in excess of business expectations
Experience to understand and capture business and technical requirements
Operational management experience in dealing with internal and external customer communications
A depth of knowledge and experience controlling variables such as time, scope, and risk management
A strong understanding of monitoring and management tools, ITSM service desk tool, Security tool, Backup tool etc which help to maintain 99999% availability
Identifying and defining business case; defining project tasks and resource requirements; developing detailed project charter, project plan and serviceinfra transition plan depending on solution complexity, priorities and deliverables
Should be able to provide prepare service delivery solution,
Participates in client presentations and discussions to present the technical solution
Develop, implement and maintain a value-adding regime of key performance indicators (KPIs)
Provide an ongoing service improvement plan and align with individuals goals
Streamline process for on boarding customers and routine tasks
To establishing uniform processes and procedures is to ensure that the client gets the same experience from the onset of contact
To ensure that systems, processes and methodologies as specified are followed to ensure effective monitoring, control and support of service delivery
Ensure transfer of knowledge to other staff to ensure the Customers systems are understood
Hands on experience of Active Directory Window server 2003 to Window server 2012 R2
Hands on experience on Windows Server 2008, 2012 OperationsManagementActive Directory administrationBackup Operation and Server Virtualization
Ensure that reports are accurate and delivered on time
Provide regular status reports and project information (WeeklyMonthlyQuarterly ) to the Management team including trends and statistics, overall health and metrics for each client

People Management

Ability to set out a clear direction, inspire others and assume command
Ability to self-manage and lead large teams
Responsible for the timely and quality deliveries of the tasks assigned to the team
Work as point of contact for all people related aspects with the stakeholders
Ability to lead, collaborate, triage and make decisions in a fast paced, changing environment
Help to ensure all employees are maximizing their potential

Business Acumen
Excellent understanding of data center management
Create realistic service delivery solution

Education, Qualifications and Certification

ITIL V3 Certified,
GraduatePost-Graduate in Computer Science
should have Project management skill



Skills and Abilities
Able to communicate technical and business information to widely varied audiences
Self-confident and dedicated to providing a professional level of customer service
Highly organized, capable of handling multiple tasks simultaneously and meeting deadlines
Should have excellent interpersonal skills to build and maintain productive lasting relationships, even in difficult situations, with diverse people spanning internalexternal organizations
Passionate about current and future technologies
Ability to self-manage and lead large teams
Ability to work in flexible shifts

Profile Summary

Type:Company Job

Eligibility:Any Graduation.

Industry:IT-Hardware & Networking

Function:Top Management / Senior Management

Deadline:19th Feb 2025

Desired Candidate Profile

Managed Services

Company Profile

Not Mentioned