Service Manager - IT - Kuwait - Jobs in Kuwait

Job Description

Role Profile: Drive effective IT services life-cycle leadership - Design, Development, Operations & Service Management - to help business achieve goals. Accountable for delivery and continuous improvement of IT services to meet divisions needs incorporating well-defined best practices. Sound understanding of business processes & IT systems, defines and tracks service levels in partnership with businessKey responsibilities:To design, offer and continually improve a comprehensive service portfolio for Omnichannel Retail in discussion and agreement with the business leaders.Implement systems, procedures, and methodologies to achieve service quality service level targetsTo work with diverse IT teams across Operations, Solutions, Demand, Projects, Testing functions and external vendors to ensure service levels, changes, defects & enhancements keep pace with businessTo manage relationships with divisional heads & senior business stakeholders effectively, contributing to delivering quality service to customers.To lead design decisions leveraging strong domain knowledge, incorporating business goals and prioritiesTo facilitate digital transformation initiatives & change management of products and servicesTo manage escalations from business, accountability of all defect fixes as well as prioritization and delivery of the pipeline of change requests.To champion continuous improvement initiatives for the division to augment value delivered by IT solutionsThe below Key Performance Areas include but are not limited to:Internally within IT, establish and maintain strong working relationships with Senior Sponsors, Department Heads, and Process Owners.Externally outside of IT, establish and maintain strong working relationship with senior business stakeholders.Externally build strong relationships with suppliers and help enhance their capabilities via effective governanceDigital transformation and Omnichannel skills - critical thinking, Service Oriented Architecture, Cloud based and hybrid service delivery models.Design, map out, get buy-in for, and maintain the most appropriate Service Level Management (SLM) structure for the organization.Establish a service review & governance process; planning, organizing and facilitating recurring meetings.Negotiate, get buy-in for, design, and maintain Service Level Agreements (SLAs) with internal customers.Negotiate, get buy-in for, design and maintain Operational Level Agreements (OLAs) with other IT teams.Work with Change managers to understand the Service level Management (SLM) requirements for proposed new services and changes.Measure, analyze, review and report performance results against the criteria established in SLAs and OLAs.Conduct annual or more frequent assessment and reviews of the entire SLM process; Negotiate, get buy-in for and control necessary amendments.Owner of the standard Service Level Management process documentation.Job Requirements:Bachelors degree in Computer Science or related field.ITIL Certification preferred.4-6 years of previous service / application management experience.8-10 years of experience in information systems operations environment, systems analysis or development.Skills:Knowledge of software development lifecycle.Demonstrated ability to lead cross-functional work teams toward task completion, ideally across multiple geographies.Demonstrated effective leadership and analytical skills.Advanced written & verbal communication skills and presentation skills required.Possess customer service skills.Have the ability to use, understand and interpret best practices policies and procedures to ensure adherence.Successful delivery against commitments and deadlines

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