RR-Service Manager

DXC Technology; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A technology service provider in Dubai is seeking a Manager to oversee service management functions. This role requires ensuring services meet SLAs, supervising a team, and engaging with clients for feedback. The ideal candidate has a Bachelor's degree, 7 years of experience, and proficiency in service management. The company focuses on in-person collaboration while supporting individual work styles. The position emphasizes fostering an inclusive environment and continuous learning.

Qualifications

• 7 years of relevant work experience in the industry.
• Minimum of 3 years in a similar role.
• Proven experience in managing service delivery.

Responsibilities

• Ensure services meet established SLAs and KPIs.
• Supervise service management professionals.
• Engage with clients for feedback and support.

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

At DXC Technology we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing productivity individual work styles and life circumstances. Were committed to fostering an inclusive environment where everyone can thrive.

Required Experience:

Manager