RR-0302731 Service Manager

DXC.technology; United Arab Emirates; On-site; AED 60,000 - 120,000; Full time

Job summary

A global technology service provider in the UAE is seeking a Service Management Professional to oversee service quality and manage a dedicated team. Candidates must hold a Bachelor's degree with at least 7 years of industry experience and demonstrate proficiency in service management and strategic leadership. The role focuses on enhancing service delivery through collaboration with clients and senior management while maintaining high performance standards. Competitive salary and opportunities for professional development offered.

Qualifications

• Typically, 7+ years of relevant work experience in industry.
• Minimum of 3 years in a similar role.
• Proficient in strategic planning and performance management.

Responsibilities

• Ensure that services meet established SLAs and KPIs.
• Supervise a team of service management professionals.
• Engage with clients to gather feedback and address concerns.
• Collaborate with senior management on process improvements.
• Generate reports on service performance and client feedback.

Skills

Service and Program Management

Strategic planning

Team leadership

Performance management

Continuous learning

Education

Bachelor's degree in a relevant field

Advanced degree in a relevant field

Tools

PMP Certification

ITIL Certification

Job description

Job Description:

Essential Job Functions

• Ensure that services consistently meet established SLAs and KPIs, addressing any deviations promptly.
• Supervise a team of service management professionals, ensuring their productivity and efficient handling of client requests.
• Engage with clients to gather feedback, address basic concerns, and coordinate support.
• Collaborate with senior management to assist in the implementation of process improvements to enhance service delivery.
• Supervise the handling of service incidents, requests, and escalations, ensuring timely resolution.
• Maintain comprehensive service documentation, ensuring that all processes are well-documented and up-to-date.
• Generate reports on service performance and client feedback for review and action.
• Coordinate resources and schedules to ensure optimal service coverage.

Basic Qualifications

• Bachelor's degree in a relevant field or equivalent combination of education and experience
• Typically, 7+ years of relevant work experience in industry, with a minimum of 3 years in a similar role
• Proven experience in Service and Program Management
• Proficiencies in strategic planning, team leadership, and performance management
• Continuous learner that stays abreast with industry knowledge and technology

Other Qualifications

• Advanced degree in a relevant field a plus
• Relevant certifications, such as PMP (Project Management Professional) or ITIL (Information Technology Infrastructure Library), a plus

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