Job Details of IT Service Desk Delivery Manager

Job description

Job Title: IT Service Desk Delivery Manager

Location: Dubai

Salary: 35k/37k AED Monthly

Industry: Luxury Retailer

About Our Client:

Our client is a large luxury retailer whose brand extends across multiple industries, they are rapidly growing and are extremely successful with a large focus on innovation and adaptation for a forever-changing market. They are extremely well respected in the region, working alongside some of the best names in the industry.

Job Description:

We are seeking an experienced IT Service Delivery Manager to join our client's team in Dubai. Reporting directly to the Head of IT shared services, and will oversee end-to-end service delivery across various managed service providers and systems. You will be managing around 25-40 Analysts, and will manage the assigned KPIs whilst integrating applications, managing infrastructure, and end-user services.

Responsibilities include managing a high volume of tickets and requests, incidents, problems, and team interactions monthly. Additionally, the role involves coordinating urgent support issues, serving as the escalation point, and developing streamlined escalation processes.

Key Responsibilities:

• Extensive experience managing a team and managing their performance
• Making sure customer satisfaction is their top priority
• Communicate outage and emergency activities internally, manage vendor relationships, and review feedback to improve services while maintaining confidentiality.
• Drive innovation to reduce call volumes and increase team efficiency through automation, knowledge retention, and upskilling.
• Implement cost-effective call-handling solutions.
• Oversee all Service Delivery operations, including roster management, scheduling, and incident response planning. Maintain continuity plans and provide staff training.
• Manage vendor relationships for dynamic resourcing and align backfill arrangements. Establish objectives, performance measures, and reporting for Service Delivery.
• Supervise solutions repository and create agreements to assess performance and manage customer IT support effectively.
• Proactively research and develop end-user computing solutions, providing recommendations.
• Lead Change Advisory Board and IT Service Introduction process.
• Experience defining, Updating, Managing, deploying, and delivering to organization service level agreements (SLA’S) related to contracted services

Qualifications:

• An IT university degree/technical certification
• Certifications in ITILV4 preferable
• 10 years of experience in network engineering
• 5 years of experience in a Service-oriented environment
• Solid understanding of ITIL framework and best practices for service management
• Strong IT Service Delivery, Service Management, IT Operations, and Infrastructure knowledge
• Experience of transformation with understanding of emerging technologies and solutions

How To Apply

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