Sr./ Specialist Service Management

Oman Investment Authority

Job purpose:

Execute Service and Performance Management activities with a focus on enhancing internal customer experience (CX), driving continuous improvement (CI), and enabling digital transformation (DX), while ensuring compliance with SLAs and relevant policies.

The position will act in accordance with the Group s Mission, Vision, Values & Strategies, as well as, policies, guidelines, and international standards, supported by an IT Technology platform, HSE standards, Omani s government & other legal justifications, and best international practices in consonance with national objectives.

Internal Customer Service & Service Excellence

Act as the primary point of contact for internal customer service delivery, ensuring issues are addressed promptly and effectively.

Develop, monitor, and report on SLAs and KPIs, driving accountability and service quality across functions.

Lead service escalations, problem resolution, and continuous improvement planning to enhance the internal customer experience.

Facilitate integration of services within the Shared Service Center (SSC) and ensure efficient service delivery.

Digital Transformation & Innovation

Drive digital transformation initiatives by identifying opportunities for automation, system enhancements, and end-to-end process improvements.

Support the design, documentation, and implementation of new processes and digital solutions.

Collaborate with cross-functional teams to ensure successful integration of systems and tools.

Promote a culture of innovation, knowledge-sharing, and continuous learning within the team.

Process Performance & Continuous Improvement

Define and track performance metrics to measure process efficiency and effectiveness.

Conduct root cause analyses for incidents and lead post-incident improvements.

Regularly review and optimize processes to reduce inefficiencies and enhance compliance.

Establish and maintain central KPI dashboards to track progress and drive decision-making.

Key interactions

Internal: Finance department, Procurement, marketing, Transformation function, IDS, People, Operation, technical service, Maintenance and technical service

External: Staffing specialized Contractors, Vendors & Suppliers, customers

Notable Working Conditions. Office environment, intensive computer screen use, sporadic visits to the operation site.