Problem Manager | Group Tech &Dig Platforms | Corporate Services

Robinson & Co (Singapore) Pte Ltd; Dubai; On-site; USD 80,000 - 120,000; Full time

Job summary

An established industry player is seeking a seasoned IT Service Management professional to enhance their Problem Management process. In this pivotal role, you will design and implement ITSM processes aligned with best practices, ensuring seamless service delivery and customer satisfaction. Your expertise will drive improvements across various IT functions, leading to significant operational efficiencies. Collaborating with cross-functional teams, you will provide technical leadership and foster a culture of continuous improvement. If you are passionate about leveraging ITSM to transform business outcomes, this opportunity is perfect for you.

Qualifications

• 10+ years of experience in IT Service Management with a focus on Problem Management.
• Strong knowledge of ITIL standards and best practices.

Responsibilities

• Analyze incident trends and manage root cause analysis.
• Coordinate ITSM tools and lead ITSM-related projects.

Skills

IT Service Management

Problem Management

Incident Management

Process Improvement

Data Analysis

Education

Degree in Computer Science

ITIL v3/v4 Foundation Certification

Tools

Symphony AI

ManageEngine

Salesforce

ServiceNow

Job description

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Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions: automotive, financial services, real estate, retail, and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia, and Africa. Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. The organization’s entrepreneurship and relentless customer focus enable it to continue growing and expanding, responding to the changing needs of its customers within the societies in which it operates.

By upholding our values of respect, excellence, collaboration, and integrity, Al-Futtaim Group continues to enrich the lives and aspirations of our customers every day.

Overview of the role:

The role involves delivering improvements to the IT organization’s Problem Management process. It includes designing, developing, and integrating ITSM processes and procedures based on best practices and industry standards (e.g., ITIL, COBIT, PMBOK, CMMI). The role provides insights on emerging frameworks, ensures smooth process execution, and leads the design of incident and problem management structures to streamline IT processes and eliminate delays. Coaching and guiding IT leadership on process improvements and implementing best practices are also key responsibilities.

The role requires aligning ITSM processes with business needs, adopting ITIL standards, managing incident and problem management, and enhancing customer satisfaction through SLA adherence and quality documentation.

What you will do:

• Analyze incident trend data to identify root causes and report findings.
• Act as a single point of contact for senior management.
• Proactively address potential service interruptions across multiple lines of business.
• Produce statistics and reports on incident and problem management performance.
• Diagnose faults and relate new incidents to known errors or problems.
• Facilitate technical meetings and lead investigations into high-impact issues.
• Manage root cause analysis and initiate corrective actions.
• Develop and implement service improvement plans.

ITSM Solution Delivery and Transformation, Technical Leadership, and Continuous Improvement:

• Coordinate and configure ITSM tools with process owners and technical teams.
• Collaborate with Change Management for problem resolution and upcoming developments.
• Lead ITSM-related projects, ensuring timely and within scope delivery.
• Review ITSM, ITAM, and CMDB processes for improvements.
• Develop ITSM business improvement strategies aligned with organizational goals.
• Provide training to keep teams current with service management solutions.
• Estimate and deliver project assignments and system changes.
• Propose innovative solutions to improve service delivery and efficiency.
• Participate in digital transformation initiatives.
• Identify the need for RFPs based on business and technological demands.
• Collaborate with internal teams and vendors on solution roadmaps.
• Manage vendor performance and contract renewals to ensure high-quality service.

Other Key Responsibilities:

• Engage with IT managers and stakeholders for collaboration on critical topics.
• Contribute to solutions and business process improvements.
• Articulate the value of ITSM and ITAM initiatives to business leaders.
• Host workshops for end-users and stakeholders on ITSM tools and processes.

Required Skills to be successful:

• Experience with Symphony AI.
• Minimum of 10 years’ experience in IT Service Management.

About the Team:

You will report to the Head of ITSM & CoE.

What equips you for the role:

• Degree in Computer Science, Applications, or a related field.
• Over 10 years of experience in Problem Management, ITAM, and CMDB processes.
• Experience with ITSM tools such as Symphony AI and ManageEngine.
• Knowledge of Salesforce and ServiceNow is advantageous.
• ITIL v3/v4 Foundation Certification.

We aim to provide excellent service, and your contribution can help ensure a positive candidate experience from application to onboarding.

Please carefully review the job description and prepare a personalized CV that highlights your fit for this role. Our Talent Acquisition team is dedicated to matching the right talent with the right opportunities, considering both skills and values such as Respect, Integrity, Collaboration, and Excellence.

We are committed to transparent communication throughout the application process and aim to respond to every applicant.