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IT Service Delivery Manager

Teleperformance DIBS Global Services

Posted on July 1, 2019

6 - 8 years Dubai, Sharjah - United Arab Emirates

Bachelors in Computer Application(Computers), Other(Other). Any Nationality Male

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Job Description

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• Track the SLA violation and ascertain continuous improvement in service delivery
• Ensure higher CSAT scores
• Ensure VOC rating is above the benchmark
• Track SLA deviations of vendors and levy penalty on a monthly basis
• Escalate and address any SLA violations during any particular period to adhere to committed business uptime
• Ensure that high level of service is constantly delivered to clients and the other departments as per agreed SLA

Operational Excellence:
• Supervise & analyse the call Logged as per the priority
• Check the incident reports and ensure that it is sent to respective stakeholder
• Facilitate prompt action during crisis
• Monitor the reports of calls logged, resolved and pending on a daily basis
• Ensure to present highlights of IT operations and also its achievements to the management
• Weekly/ monthly governance meetings with all clients
• Monthly governance meetings with suppliers
• Ensure target IT uptime for all business areas as per COPC standards
• Liaison with client and update the client with the activities planned or scheduled. Will need to be the SPOC
• Ensure that service management reports are provided to the management on monthly, weekly, daily and adhoc basis
• Adhere and ensure that the team follows security policies and procedures as laid down by the organization
• Interact with the operation Manager, team Leader so as to understand their issues (if any) and communicate the same to vendor programme manager to bring about improvement in service delivery
• To have clear understanding of the functioning and hierarchy of each department.
• Prepare/ review MIS reports and reports required for IT operations
• Ensure to obtain end user feedback on a weekly basis
• Assess and identify the resources according to project requirements
• Ensure that the technical capabilities are in line with project requirements when a new technology is introduced
• On introduction of new technology, ensure personnel are trained in the same Maintain good working relationships with clients being a first-level-of-contact and escalation point for any problems/ issues/incidents faced in service delivery
• Understand the criticality of projects and provide the service delivery framework
• Adhering to Information Security Policies and Procedures of SGS
• Ensuring compliance to Information Security Policies and Procedures
• Adherence to norms specified by COPC certification and ISO 27001 and ISO20000 specifications

People & Culture:
• Share strategic inputs to the team to achieve work efficiency with optimum resources
• Ensure greater productivity with optimal team size within the budgeted project cost
• Ensure reportees (if applicable) comply with the security policy and procedure of SGS
• Understand and Comply with Information Security Policies and Procedures, and report all security incidents.
• Ensure the audit non-compliances are fixed within the stipulated timelines.
• Protect information entrusted to you.
• Follow the information labelling and handling procedures based on the classification level of the asset.
• Follow the Clear Screen and Clear Desk Policy.
• Adhere to the Internet Code of Conduct, email usage policy and customer information and data security policy.
• Comply with the Non-Disclosure Agreement

• Ensure reduced per set IT FMS cost
• Ensure coordination with Ops teams for asset movements and come up with budgetary pricing

Essential qualifications:
• Preferably engineering Degree (Electronics or Computer or Telecommunication); CCNA and ITIL basics foundation programme
• Added advantage if an ITIL advance program is completed.
• 6-8 years of work experience in service support of IT and project management skills

Call Center / BPO / KPO / Outsourcing

Desired Candidate Profile

Mandate BPO / Call Center with 6-8 years of experience


IT Service Desk IT Support Project Management PMP Trained ITIL Certified Process Improvement

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Teleperformance DIBS Global Services

Outsourcing Company

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