jobs Service Resilience and Improvement Lead - ManpowerGroup Middle East
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description :jobs Service Resilience and Improvement Lead - ManpowerGroup Middle East
Our client is now recruiting for a Service Resilience and Improvement Lead
Contract Duration: 12 Months Contract
Accountabilities
- Lead should have good knowledge and experience on all stream of service management such as Incident management, Change management and problem management
- Facilitate improving IT services for businesses through the development and implementation of service improvement plans
- Organizing, attending, and participating in stakeholder meetings
- Documenting and following up on important actions and decisions from meetings
- Ensuring project deadlines are met
- Determining project changes
- Providing administrative support as needed
- Undertaking project tasks as required
- Primary point of contact for various working groups
- Establishing and maintaining a constructive relationship between the service owners and the business based on understanding the customer and their business drivers
- Identifying changes to the business environment and technology trends that could potentially impact the type, level or utilization of services provided
- Establishing and articulating business requirements for new services or changes to existing services
- Mediating in cases where there are conflicting requirements for services from different business units
- Ensuring that the current and future service level requirements of customers are identified, understood and documented in SLAs (Service Level Agreements) and service level requirements (SLR)
- Negotiating and agreeing levels of service to be delivered with the customer (either internal or external); formally documenting these levels of service in SLAs
- Negotiating and agreeing OLAs (Operational Level Agreements) and, in some cases, other SLAs and agreements that underpin the SLAs with the customers of the service
- Assisting with the production and maintenance of an accurate service portfolio, service catalogue, application portfolio and the corresponding maintenance procedures
- Ensuring that targets agreed within underpinning contracts are aligned with SLA and SLR targets
- Ensuring that service reports are produced for each business line and that breaches of SLA targets are highlighted, investigated and actions taken to prevent their recurrence
- Ensuring that service performance reviews are scheduled, carried out with regularly and documented, with agreed actions progressed
- Ensuring that improvement initiatives identified in service reviews are acted on and progress reports are provided to customers
- Reviewing service scope, SLAs, OLAs and other agreements on a regular basis, ideally at least annually
- Ensuring that all changes are assessed for their impact on service levels, including SLAs, OLAs and underpinning contracts, including attendance at change advisory board (CAB) meetings if appropriate
- Identifying all customers and other key stakeholders to involve in SLR, SLA and OLA negotiations
Job Details
| Posted Date: | 2021-11-21 |
| Job Location: | Dubai, United Arab Emirates |
| Job Role: | Finance and Investment |
| Company Industry: | Recruitment & Employee Placement Agency |
Preferred Candidate
| Career Level: | Mid Career |
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