Manager - Service Management

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 Manager, Service Management.  

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 a Manager, Service Management, you will oversee the service management of end-to-end business services across a portfolio of business applications, the underlying infrastructure platforms and their dependencies for the assigned business technology portfolio.  You will drive continuous improvement, service quality, customer satisfaction and operational efficiency and develop and implement best practices, processes and toolsets to optimize service management in the assigned portfolio.  You will lead all service improvement plans on issues that have significant business impact or have executive level visibility. 

In this role, you will:

• Manage the entire life cycle of all IT services (Service Strategy, Service Design, Service Transition, Service Operations, and Continual Service Improvement) within a business technology portfolio (200-300 business applications and dependent components) and ensure the services are delivered within defined and agreed performance SLAs and KPIs. 
• Maintain an enterprise view of all service management KPIs. Monitor and manage the portfolio pipeline of demand, resources, projects and enhancements to ensure effective tracking and delivery within all financial measures and portfolio constraints.  
• Provide timely service recovery to abnormal service performance trends, proactively take action and provide internal and external visibility in regard to the performance trends.
• Collaborate with portfolio heads to ensure technical health investments for solutions are sized adequately so technical debt is managed on a continuous basis and at an acceptable level. 
• Drive the development and maturity of overall application support competencies across the Agile Release  Trains (Agile Autonomous Teams) within the portfolio by working with feature teams, systems teams and site reliability engineers to continually improve monitoring, self-healing/recovery steps, and automated deployments to reduce business impacts and accelerate service recovery. Identify the underutilisation of services and drive prioritisation with technical product managers to increase utilisation/adoption.  Manage the life cycle of services that are no longer viable and facilitate retirement to realise productivity and cost savings.
• Ensure the support and maintenance annual budgets are optimized. Operate within the allotted budgets to deliver the long-term technology roadmap for the business services within the portfolio (e.g. Customer, Commercial, Airline Operations, Support Services, dnata).  Support the growth of the Emirates Group over the next 3-5 years by ensuring that all relevant services have up-to-date capacity plans and are consistently upgraded as per the roadmap. 
• Proactively identify recurring major incidents that impact business performance.  Review long term trends and drive improvement plans with a view to recovering services back to a healthy state (go-to-green plans) in the shortest possible timeframe.  Ensure senior management have full visibility on the progress of the improvement plans. 
• Ensure regular supplier service reviews are conducted with strategic and top tier suppliers, ensuring services are delivered within contracted service leave agreements (SLAs) and as per business needs. Identify service degradation that should result in payment of service credits and ensure timely collection.
• Liaise with executive management of 3rd parties to ensure service improvement plans are fully aligned with the suppliers’ improvement plans and have full backing from the supplier executive management. 
• Ensure operate/run staffing and knowledge levels are aligned with future demand. Lead, coach, and mentor a team of high performing individuals, providing feedback whilst facilitating professional development. Create a climate that systematically embeds a service management culture, enabling faster recovery, quality and continuous improvement, ensuring customer needs are met and expectations exceeded whilst supporting the team to grow and maintaining trust with the business.