Managed Service Operation Manager
Full-time Department: ITO
Company Description
CNS (Computer Network Systems) is a technology company in the middle-east & has over 30 years of successful achievements and long-term partnerships with distinct customers across the region.
We are an IT distributor & our expertise are in Banking & Financial Service Insurance, Technology Enablement, IT Outsourcing, Cyber security, Digital Infrastructure, Hybrid Cloud, Digital Workplace, Customer Experience, Digital Transformation, and Block Chain.
We are a Part of the Ghobash Group of Companies, CNS spread across the region with offices in Abu Dhabi, Dubai, Oman, and Kuwait providing a holistic approach that covers all aspects of information communication technology system integration, consultancy, operation, managed services, and IT outsourcing.
CNS also has state-of-the-art network operation centers in Abu Dhabi and Dubai that develop in-house software and applications providing end-to-end solutions to our customers and partners.
Job Description
Leads the team by assigning, prioritizing, monitoring, tracking, and coordinating the Customers’ needs to ensure service level agreements are achieved in time. Acts as a Single Point Of Contact (SPOC) for Vendors as well as accountable for managing Customers’ expectations to ensure all Customer needs are handled and resolved with highest quality standards
People Management
Ensure that appropriate staffing levels are maintained to support attainment of service level objectives
Supervises Service Desk by identifying and defining schedules, setting priorities, providing direction to ensure service level agreements are maintained
Ensure that the Service Desk and client processes, policies and procedures are consistently communicated to and followed by the team members
Monitor and manage performance of the teams as a whole to ensure quality is monitored at all times.
Operations Management
Monitor SLA levels and review team’s contribution to ensure all requests are actioned or referred appropriately within agreed timescales.
Proactively identify and communicate operational and performance issues and propose solutions to Management
Work with the teams to ensure all issues are addressed, documented and completed
Manage day-to-day operations and follow-up with suppliers/subcontractors to ensure the completion of services and customer satisfaction.
Provide regular reports and updates on Service to the Line Manager
Incident and Problem Management
Ensure that the Incident and Problem Management processes are followed and all required documentation is regularly updated.
Ensure that Preventative maintenance cases are logged, tracked and monitor.
Ensure clients are provided efficient and timely first and second level support
Client Services Management
Manage escalations and ensure correct assignment of resources and full problem resolution
Acts as initial point of contact to accommodate call volume, crisis situations and any business impacting opportunities that detract from team’s effectiveness
Qualifications
Bachelor’s Degree. Minimum 6 years’ experience as Senior/Team Lead role in IT or Telecommunication field. Manage the team and provide mentoring, coaching & direction setting to team members. Regularly makes decisions and takes independent actions on matters directly affecting the quality of service provided. Certification in ITIL V3 Demonstrated knowledge of IT Service Management systems. Excellent knowledge of the Microsoft application suite and end user machines
Additional Information
Competitive salary and benefits package. Opportunities for professional growth and development. Collaborative and innovative work environment. Access to cutting-edge technologies.
Managed Service Operation Manager
Dubai - United Arab Emirates * Full-time
