Home Jobs in UAE Jobs in Dubai IT Service Delivery Manager Jobs in Dubai IT Service Delivery Manager

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

Easy Apply

Opening 01

Job Description

EMAIL JOB
Email sent successfully.

Customer:
• 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

Financial:
• 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

Keywords

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

Login To ApplyRegister & ApplyApply Without Registration

REPORT THIS JOB

Disclaimer: Naukrigulf.com is only a platform to bring jobseekers & employers together. Applicants are advised to research the bonafides of the prospective employer independently. We do NOT endorse any requests for money payments and strictly advice against sharing personal or bank related information.We also recommend you visit Security Advice for more information. If you suspect any fraud or malpractice, email us at abuse@naukrigulf.com

Teleperformance DIBS Global Services

Outsourcing Company

Additional Information Required

Employer has requested some additional information along with your application for this job

Login to Naukrigulf

Continue using

All your activity will remain private

or