Job Location | Abu Dhabi |
Education | Not Mentioned |
Salary | Not Mentioned |
Industry | Airlines / Aviation / Aerospace |
Functional Area | Not Mentioned |
SynopsisThe Service Delivery Manager role is pivotal in overseeing the delivery of services within Service Management & IT Operations, encompassing IT Operations, Workplace Services, Change Management, Applications Management & Support. This position is tasked with driving service improvements, ensuring service quality meets or surpasses service level requirements through constant evaluation and enhancement. Key responsibilities include managing service level agreements (SLAs), key performance indicators (KPIs), and operational level agreements (OLAs) with both customers and external service providers. The role entails a continuous review of service performance against set thresholds and executing problem management processes for resolution. Daily management of Service Request Fulfilment, Service Release, and Transition Management processes are essential duties. Additionally, the Service Delivery Manager is responsible for implementing and refining ITSM processes and tools, ensuring IT policies, procedures, and industry standards are applied within Service Management and IT Operations. The role also involves validating consumption against contracted terms, addressing audit findings with corrective actions, and managing stakeholder relations across the business and Digital Technology and Innovation sectors to report on services. The ultimate goals are to optimize capacity for maximum work throughput within budget constraints and enhance customer satisfaction. The role demands flexibility and adaptability, acknowledging the dynamic nature of service delivery that operates on a 24x7 basis.Accountabilities
Keyskills :
Networks Itsm Itil Safe Microsoft Applications Security Infrastructure
Etihad Airways is the second flag carrier airline of the United Arab Emirates. Its head office is in Khalifa City, Abu Dhabi, near Abu Dhabi International Airport. Etihad commenced operations in November 2003. It is the second-largest airline in the UAE after Emirates. The name Etihad is Arabic for 'United'.
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