Job Summary
| Position Title | Uae National_service Delivery Analyst |
|---|---|
| Hiring Organization | Al Futtaim |
| Base Salary | AED |
| Job Schedule | Full Time |
| Required Degree | Bachelor's Degree in Computer Science |
| Required Skills | ITSM Ticketing Tool, IT Service Management |
| Joining | Immediately |
| Nationality | UAE |
| Languages | English |
Position Details
- This role is responsible for the design, delivery & improvement of IT services to support each of the business verticals
- They will measure and communicate agreed key performance indicators (KPIs) and SLAs in conjunction with business verticals
Responsibilities
- Assist in the build of services relationship with business units and conduct service reviews
- Review performance reports, service improvements, service quality and processes with the business in conjunction with business solution managersManage the performance of services to business (24 x 7, 365 days per year), ensure that service levels are achieved in line with agreementsReview performance reports, service improvements, service quality and processes with vendors & respective service ownersProvide management and performance reports
- Active stakeholder and driver to meet committed business Service Level Agreements (SLAs), and Operating Level Agreements (OLAs)
- Continuous improvement of the services delivered through the Services Catalogue for the organisation
- Coordinate the design and publish of new or changed services in the organization in coordination with service owners and project teams to ensure that new or changed services introduced adhere to desired and agreed levels of quality
- Ensure compliance with IT Policies, Security Standards and strengthen internal controls
- Identify and manage key risks in your solution domainTo liaise with relevant managers and stakeholders in IT to ensure full collaboration and understanding on critical topics as one IT team
- Contribute to the improvement of the solutions and business processes
Requirements
- Technology domain understanding in one of the ITIL processes such as Incident, request or change management
- Analysis and troubleshooting skills used to support end users
- Capability to design process modules & identify service risks
- College or University degree in Computer Science and Engineering or a related discipline1 year of experience in IT Service Management & ITSM Ticketing tool would be an advantage
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