Service Excellence Manager
Job Location : Abu Dhabi
Bachelor s Degree in Engineering (or) computer science (or) related filed;
TOGAF or equivalent certification preferred;
Certifications in any technology streams are preferred;
ITIL V3 Service Strategy and Design;
Excellent communication skills mandatory in English; command of Arabic is important.
Service, project and results-orientation, with strong analytical and problem-solving skills.
High-energy work ethic, ability to establish vision, drive change and deliver results.
Ability to facilitate cross-functional teams to develop, deliver, operationalize, document, and support solutions.
Knowledge of developing and managing SLAs,
KPIs, and critical success factors (CSFs) for IT Services, processes, operations and work environments.
Experience of ITSM software applications and tools, analysis, and reporting.
Knowledge of developing and managing continuous improvement programs.
10-15 years of related and progressive experience combining IT delivery, solutions implementation, project management, operations management, team leadership.
At least 5 years experience in delivering IT Service Management (ITSM) and process management through a structured approach, in a corporate environment; including ISO20000 and CMMI certification.
Job Specific Skills:
Strong personal networks and relationships;
Strong persuasion and influence skills, and ability to encourage, motivate and stimulate collaboration;
Knowledge of the global market and technology trends and drivers to provide enterprise-wide direction and guidance;
Knowledge of product domain, relevant technologies and the development processes to develop an overall system view of the Injazat environment;
Analytical and systems thinking, conflict resolution and negotiation to involve all project stakeholders to drive, implement and institutionalize a change to ensure organizational objectives are met;
Strategic thinking with high attention details