At Emirates, we believe in connecting the world, to and through, our global hub in Dubai; and in constantly innovating to ensure our customers ‘Fly Better’. Emirates Group IT thrives on the dynamic nature of technology. Being pioneers in aviation innovation, we're always at the forefront, pushing boundaries. We're on the lookout for exceptional IT professionals to fortify our position as leaders in the industry. Embark on a journey with the world’s largest international airline and become a vital part of our cutting-edge information and technology team as IT Service Manager. Join our Service Management team, where a ‘business first’ mindset drives our commitment to managing end-to-end business services. We ensure stable, secure, and optimized operations across end user devices, connectivity, applications, and infrastructure. Thriving in a fast-paced environment, our team is dedicated to protecting the brand, revenue, and operations of Emirates Group by collaborating seamlessly with business, IT, and supplier teams. If you're passionate about delivering exceptional business service management and making a significant impact, we invite you to apply and to contribute to the success of Emirates Group. As an IT Service Manager, you will be accountable for service management of the IT services end-to-end within a portfolio of business products and platforms, its underlying infrastructure and their dependencies in the assigned area comprising of multiple business units, IT teams and suppliers. The Business Platform Management portfolio include employee productivity platforms from Microsoft, RPA Automation anywhere, Salesforce Sales, Service, Marketing, Experience and Commerce cloud, integration platforms and our innovation platforms for immersive technology and Gen AI. You will promote continuous improvement, service quality, customer satisfaction and operational efficiency in the day-to-day operations. Also, you will develop and implement service management policies, procedures, and standards that meet business requirements and ensure optimal support of the business applications and their dependent components. In this role, you will:
Monitor service performance, act as a service escalation point for business and orchestrate the speedy resolution of incidents to ensure ongoing business satisfaction.
Lead the operational support services for a portfolio of 50-100 business applications and its dependencies in accordance with the service risk exposure and monitors service delivery.
Perform service performance analysis and effectively channel the outcome and collaborate with relevant teams in IT, business and/or supplier for continuous service improvements.
Champion and promote service management culture and ensure adherence to organisation’s IT Service Management standards and practices in the assigned areas.
Manage and monitor the performance against Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) across all teams for both in-house as well as supplier solutions.
Establish, maintain and conduct periodic Business Service Reviews in the assigned areas of Business Units as needed by the business stakeholders.
Negotiate and agree on the right annual support budgets with all relevant stakeholders in the assigned area, balancing service requirements with financial objectives of the organisation. Ensure budgets and resulting service performance remain in line with the overall IT and service management strategy and ensure service quality requirements are met. Track service/product/platform utilization during the year to ensure improved efficiency.
Establish, formalise, and conduct Supplier Service Reviews to ensure contractual objectives are met and SLAs are tracked and reported. Identify and ensure collection of Service Credits and/or Service Debits where contractually appropriate. Participate in the tendering and supplier selection process in addition to renewals to drive adherence to IT service management standards. Ensure the routine supplier payment process is setup efficiently for service continuity from the suppliers.
Provide feedback and improvement recommendations via the respective practice heads to maximize the efficiency of support and IT Service Management within the organization. Maintain good rapport with all business stakeholders and build long-term working relationships with all current and upcoming external service providers and partners by objectively demonstrating continual service improvements
