Service Manager - IT - Kuwait

Role Profile: Drive effective IT services life-cycle leadership - Design, Development, Operations & Service Management - to help business achieve goals. Accountable for delivery and continuous improvement of IT services to meet divisions needs incorporating well-defined best practices. Sound understanding of business processes & IT systems, defines and tracks service levels in partnership with business

Key responsibilities:

• To design, offer and continually improve a comprehensive service portfolio for Omnichannel Retail in discussion and agreement with the business leaders.
• Implement systems, procedures, and methodologies to achieve service quality service level targets
• To work with diverse IT teams across Operations, Solutions, Demand, Projects, Testing functions and external vendors to ensure service levels, changes, defects & enhancements keep pace with business
• To manage relationships with divisional heads & senior business stakeholders effectively, contributing to delivering quality service to customers.
• To lead design decisions leveraging strong domain knowledge, incorporating business goals and priorities
• To facilitate digital transformation initiatives & change management of products and services
• To manage escalations from business, accountability of all defect fixes as well as prioritization and delivery of the pipeline of change requests.
• To champion continuous improvement initiatives for the division to augment value delivered by IT solutions
  

The below Key Performance Areas include but are not limited to:

• Internally within IT, establish and maintain strong working relationships with Senior Sponsors, Department Heads, and Process Owners.
• Externally outside of IT, establish and maintain strong working relationship with senior business stakeholders.
• Externally build strong relationships with suppliers and help enhance their capabilities via effective governance
• Digital transformation and Omnichannel skills - critical thinking, Service Oriented Architecture, Cloud based and hybrid service delivery models.
• Design, map out, get buy-in for, and maintain the most appropriate Service Level Management (SLM) structure for the organization.
• Establish a service review & governance process; planning, organizing and facilitating recurring meetings.
• Negotiate, get buy-in for, design, and maintain Service Level Agreements (SLAs) with internal customers.
• Negotiate, get buy-in for, design and maintain Operational Level Agreements (OLAs) with other IT teams.
• Work with Change managers to understand the Service level Management (SLM) requirements for proposed new services and changes.
• Measure, analyze, review and report performance results against the criteria established in SLAs and OLAs.
• Conduct annual or more frequent assessment and reviews of the entire SLM process; Negotiate, get buy-in for and control necessary amendments.
• Owner of the standard Service Level Management process documentation.
  

Job Requirements:

• Bachelors degree in Computer Science or related field.
• ITIL Certification preferred.
• 4-6 years of previous service / application management experience.
• 8-10 years of experience in information systems operations environment, systems analysis or development.

Skills:

• Knowledge of software development lifecycle.
• Demonstrated ability to lead cross-functional work teams toward task completion, ideally across multiple geographies.
• Demonstrated effective leadership and analytical skills.
• Advanced written & verbal communication skills and presentation skills required.
• Possess customer service skills.
• Have the ability to use, understand and interpret best practices policies and procedures to ensure adherence.
• Successful delivery against commitments and deadlines