Job Code: JPC- 4367Job Title: Specialist, Service ManagementJob Location: Abu DhabiContract Duration: 1 year - ExtendableExperience: 6-10 years of progressive Shared Services/Enterprise Business Services experienceEducation: Bachelor or Master’s Degree in Bachelor’s Degree in Business or Information Services or equivalent.Language: EnglishKEY ACCOUNTABILITIESResponsible for the development, implementation, sustainment, and continuous improvement in BUSINESS Service Management processes as well as establishing, measuring and reporting on Key Performance Indicators (KPIs) related to services, processes, operations, and delivery. A customer facing role representing the services provided by BUSINESS
Support the manager in working with the business and other BUSINESS leaders to proactively identify, prioritize, facilitate and lead Service improvement initiatives
Make service management improvement recommendations related and present conclusions to businesses, functions and management by leveraging leading practices, monitoring performance metrics, and benchmarking performance across Enterprise Business Services
Manage the service portal and support the service desk teams across the BUSINESS functions
Track and publish SLA/ KPI dashboards to internal (BUSINESS) and external stakeholders (Entity/ Corporate functional heads)
Ensure alignment with the ITIL framework and related service management activities
Develop key initiatives to improve upon SLA/KPI metric performance for BUSINESS functions
Define and implement satisfaction measurement tools and methodologies
Facilitate CSAT surveys with BUSINESS customers and collate results and develop action plans in collaboration with the relevant departments
Update and maintain the governance framework for BUSINESS in accordance with the guidelines and set strategy
Manage the review, assignment and classifications of incidents and problem cases
Create and review incident and problem management reports; to identify action plans to improve key performance indicators as necessary across all resolver groups and support teams
Introduce key ITIL disciplines and practical techniques to ensure effective end to end enterprise service management
Conduct Root Cause Analysis (RCA) and present reports at Business Service Review meetings
Define reporting requirements as requested by the entities & assisting in reassignment of misdirected incidents
Process Review for Incident/ Problem Management and other relevant process in BUSINESS and work on implementing enhancements and process documentation.
Extensive knowledge in Excel and Reporting is a must
EXPERIENCE
Shared Services experience: Service management, operational metrics and scorecards, and experience within a progressive Enterprise shared service operating model.
KEY SKILLS
Consultative style Ability to formulate and articulate a perspective and
present it in a way to create understanding and alignment on issues
Ability to communicate and work with senior management and to present
complex issues and options with clarity from a strategic viewpoint
