Manager - IT Service

Position Title: Manager - IT ServiceReports to: Associate Director - Service ManagementJob Purpose:IT Service Manager leads:- the IT Service Desk, Manages IT incidents, Services request Management, Change & Problem management, and ITSM Tools management.- the IT Service Management capability using the IT Service management application.The Service Manager is responsible for delivering a world class support experience for Nakheel Employees, Consultants, Customers and Partners. This role has strong leadership and communication skills which lead to their team to exceeding performance expectations.Key accountabilities & Tasks:Incident Management- Monitor tickets volume and performance metrics while supporting the team in exceeding expectations, including corrective action if necessary.- Act as a single point of contact for all IT Incident and Service Requests- Ensure timely resolution of escalated and breached incidents by coordinating with relevant support teams and communicating with stakeholders simultaneously.- Manage Nexthink to establish self-healing IT service desk to anticipate issues proactively before they impact end[1]user’s productivity.Process Designing, Re-Engineering- Ensure and update the process of controlling the entire incident management life cycles for supporting all IT services, or any aspect to avoid uncoordinated incident activities.- Detailed understanding of all ITIL Processes such as- Change Management- Release & Deployment Management- Incident Management- Problem Management- Access Management- Event Management- Service Request Fulfilment- Service Level Management- Continual Service Improvement- Knowledge Management- Communications Management- OthersService Request Handling- Prioritize, assign, and act on Service Requests, Work Orders and keeping each updated with status.- Perform administrative tasks such as, but not limited to email and account creations and de-activations, revocation, etc.- Ensure Service Catalogue in BMC ITSM is always current and aligned with IT Policies and Business requirements.- Manage and support MS Teams Telephony and its related applications.Resolve Technical Issues, SLA- Analyse, identify, investigate, and manage escalated incidents to minimize SLA breaches.- Monitor, manage and prioritize all IT incidents and Service Requests. Ensure service levels are maintained with minimal backlogs.- Analyse, investigate, and deal with unforeseen incidents with keen focus on timely preventing any major disruption.- Analyse call logs to spot common trends and underlying problems.Lead the Team- Conduct regular meetings with all direct reports to monitor performance, track progress on the completion of the assigned tasks and discuss successes and challenges.Provide Customer Service- Foster positive end-user relationships and drive customer satisfaction.- Respond to phone calls and emails from end users and ensure least number of escalations to senior management.Monitoring and Reporting- Ensure Incidents, Problems and Service Requests Reports are available in Real-Time and shared with the stakeholders on periodic (daily, weekly, and monthly) basis using automated tools.- Weekly reports to Management about the Service Levels- Deliver accurate and precise reports including quality metrics and service performance reports (SPRs) periodically.- Chair the weekly Change Advisory Board (CAB) to review and approve release of all changes tom production.Communication, Collaboration- Responsible to announce to the organization about IT services maintenance activities and outages to keep users up to date and at ease.- Maintain proactive coordination with service delivery managers to identify improvement areas and enhance service deliverables.- Convey transparent communication with Business Units on service maintenance, enhancements, and disruptions (Planned and unplanned).Compliance, Quality, KPI- Establish and implement ITIL standards for all the applicable domains.- Incident’s health and quality metrics for IT department- Demonstrate an increase in the quality-of-service desk by establishing capability maturity plan.- Liaise with audit on best practices and periodic access reviews.Conduct Trainings and Improvement- Collect User’s feedback on each incident and service request, make follow-up call to unhappy users and report the overall customer satisfaction trends to IT Management.- Ensure Service Desk participates in each project and have enough knowledge to perform L1 support for the relevant product or solution.- Develop Self-Healing culture using FAQs, Knowledge Management and Training Materials to provide DIY steps in troubleshooting to users.- Promote continuous improvement by IT Service Desk for Level-1 support in IT Operations, Cybersecurity, and IT Services Deliver- Work closely with the IT Management to identify and implement Service Desk Improvements- Make suggestions for infrastructure, PC improvements, or end-user education to reduce recurrence of issues.Qualifications, experience, & skills, communications & working relationships:Experience- Minimum 10 year’s professional or technical experience in IT with a strong background in all aspects of IT Service Desk.- Minimum of 2 year’s current management experience that demonstrates proficiency in leadership techniques and management of resources.Qualifications- Bachelor’s degree in Computer Science or relevant discipline- ITIL Foundation, Intermediate (Service Operations) Certifications- Professional IT Certifications such as A+, Network +, Microsoft Azure Administrator etc. will be a plus.- Any additional IT Service Management related Certifications or TrainingsSkills- Working experience in BMC ITSM (Incident Management, Service Catalogue, SLA, PPM, CMDB, Service Desk Automation)- Strong communication and interpersonal skills with the ability to effectively listen and communicate information in a clear and concise manner.- Demonstrate de-escalation skills and ability to effectively diffuse/resolve customer complaints.- Experience with computer security systems, password, and file protection protocols- Basic networking knowledge to support related issues.- Strong MS Office Skills (Presentation & Communication)- Must have proven Leadership experience.- Proactive Analytical spirit- Team Player