eXp@t JOBS: IT SERVICE MANAGER - GSM Telecom Operator in Doha, Qatar

Interested applicants please apply to: ashish@webecome.com highlighting current and expected salaries:

IT SERVICE MANAGER

DEPARTMENT: Information Technology

REPORTS TO: Chief Information Officer

Role Purpose

To build and manage the post implementation relationship for IT Services at a senior level, both reactively and proactively. Thereby enhancing the customer’s experience from the company and increasing loyalty and value to our business. Example IT domains where full operational accountability is expected are :-

- Business Services Support (BSS) platform

- Call Centre

- Retail

- Data Centre Service Governance

- Office IT

- Value Added Services

- Roaming and Interconnect

To ensure that the level of service provided to all internal and external customers meet performance requirements, by managing the relationships with suppliers of technology/service and internal Process Owners / Managers.

Essence of Role – Key Accountabilities

1. Operational accountability for live IT services, ensuring the continued delivery against agreed service levels, while maintaining awareness of all circumstances affecting owned services including Incidents, Problems, Changes, Service Maintenance Plans, Service Improvement Plans, and Service Risks.

2. Ensure IT services continue to deliver to SLA/KPI requirements and documented standards and capability, by both managing OLA delivery, and monitoring SLA KPI trends in the face of continually evolving business and technology environments.

3. Provide the organisation with the needed performance reporting on KPIs, SLAs on the service. Takes actions to correct deficits in SLA’s.

4. Work proactively with key stakeholders and customers across the organization to develop and implement an efficient and responsive support service.

5. Manage key Global/Supplier relationships and network proactively across the Group to understand developments in products and service delivery.

6. Owning, managing and maintaining the internal Supplier relationships with the Technology Domain system / service owners for the performance of technology Domain services and systems under OLA which underpin the owned In-Service Technology Services.

7. Provide “End to End Customer Support” capability to support the direct interaction with external customers seeking resolution to technical problems where applicable. Organize reporting of technical and functional aspects of customer delight

8. Leads negotiations and review of OLAs with Domains for the supply of technology services and systems which underpin the owned IT Services.

9. Conduct performance reviews with Suppliers for the supply of technology services and systems which underpin the IT Services.

10. Negotiate OLAs with Process Owners / Managers for the supply of Technology processes which underpin the owned Services.

11. Conduct performance reviews with Process Owners / Managers for the supply of processes which underpin the owned Services.

12. Periodically review process elements of OLAs for continued suitability for underpinning Customer SLAs.

13. Work with Technology Delivery managers where required to ensure a seamless experience for the Customer.

14. Provide the interface to the Customer during periods of intense activity e.g. during Major Incidents, escalating actual or potential SLA or OLA breaches.

15. Provide primary point of contact for continuous failure of, or threat to, service levels or any major service problems that are not being satisfactorily handled by the BAU process.

16. Input to and sponsorship of SIP content for execution by Service Improvement Managers.

17. Provide Service Owner Approval for all changes affecting owned Services.

Role Dimensions

Financial (limits/mandates etc.)

Approves and manages teams’ operational budget & cost centre
Creates and manages a resourcing strategy for delivering the team strategies on all operational activities
Understands the total cost of ownership for all in scope IT services.

Identifies, negotiates and builds partnerships with third parties to allow effective, flexible resourcing options
Understands and contributes to the wider budget and resource planning and management processes. Actively challenges to ensure expectation on team are realistic and the overall business plan is achievable

Non-financial (customers/staff etc)

§ Responsible for service performance to meet KPIs, OLA and SLA metrics

§ Work with Suppliers for OLA negotiation and definition

§ Work with Supplier for OLA and KPI reviews

§ Work with Suppliers for OLA negotiation and definition

§ Work with Process owners for OLA and KPI reviews

§ Interface to Customer during periods of intense activity

§ Work with Service Improvement Managers to ensure appropriate Service Maintenance activity

Typical Outputs

§ Domain system / service OLAs and KPIs

§ Process OLAs and KPIs including reviews

§ Domain system / service OLA and KPI reviews

§ Input to and sponsorship of Service Improvement (Maintenance) Plans

§ Service Owner Change Approvals

Minimum Criteria (e.g. technical competence, years of experience)

§ Strong technical understanding of a specific set of IT services and their importance to the customer

§ 3 – 5 years Service Management experience

§ 3 – 5 years Telecom Industry experience

§ 5 years - Attains and maintains strong relationships with internal and external customers and suppliers. Furthermore, the ability to influence and negotiate with all customers.

Competency

Putting Customers First:

Commercial: Ensures service standards directly meet customer needs that are key to the company's success

Listens: Recognises changing lifestyles of customers and what the next generation wants

Service Oriented: Promotes a vision of passion for customer service

Performing through our People:

Motivates: Promotes and brings the company's Vision and Values to life

Adaptable: Ensures work processes value diversity and cultural differences

Team working: Encourages teams to co-operate across functions, company and national boundaries

Delivering Results:

Driven: Removes barriers to making things happen

Communicates a vision of how the company can win

Focussed Provides direction and guidelines for plans, budgets, and targets

Risk-Aware: Supports a climate for taking calculated risks rather than miss opportunities

Managing a Changing Environment:

Helicopter: Targets critical areas for improvement to deliver strategic change

Judgement: Bases strategic decisions on what is best for the company as well as for the World Around Us.

Manages Change: Formulates strategies for managing change

Making a Personal Difference:

Builds Trust: Builds a culture of trust by ensuring processes are fair

Reliable: Promotes an environment where personal integrity and responsibility are emphasised

Curious: Promotes a culture where regular learning is important

Borrows ideas to use within the company.

Communicating for Impact:

Enthusiastic: Enthuses large and varied audiences with excitement and passion

Inspirational: Inspires stakeholders to act

Technical / Professional Expertise

Educated to degree level (or with equivalent professional experience), or relevant further qualification an advantage.

Proven desire for personal and career development strongly encouraged.

Capability to operate in a changing environment and to drive significant changes into the organisation.

Confidence to work with and provide appropriate challenge to senior individuals across different parts of the organisation.

At least 3 years Service Management experience and Knowledge of ITIL and eTOM processes.

Strong communication and decision making skills – ability to balance conflicting interests

Ability to lead virtual teams

Proactive individuals with a flexible and adaptable approach to their work and a proven track record demonstrating that they’re - Team player, strong influence and relationship management skills, and customer centric.

Interested candidates please send in your resumes in the form of a word document immediately. You are also requested to put in the following details in your cover note –