Service Manager – IT – Kuwait

9 أكتوبر، 2022

0 3 3 دقائق

Job Description

IT
Alshaya IT is a diverse organisation supporting corporate, warehouse and retail specific IT infrastructure and systems. We have software teams creating and developing in-house applications and product teams optimising and integrating major third party solutions. The rate of growth across divisions and geographies means we are constantly evaluating how we provide robust, scalable and business enabling infrastructure and systems in line with global benchmark standards.
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 division's needs incorporating well-defined best practices. Sound understanding of business processes & IT systems, defines and tracks service levels in partnership with business
Key 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 targets
To 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 business
To 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 priorities
To facilitate digital transformation initiatives & change management of products and services
To 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 solutions

The 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 governance
Digital 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:

Bachelor's 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

About Us:
Alshaya Group is a dynamic family-owned enterprise which was first established in Kuwait in 1890. With a consistent record of growth and innovation, Alshaya Group is one of the world's leading brand franchise operators, offering customers an unparalleled choice of well-loved international brands, including: Starbucks, H&M, Mothercare, Debenhams, Cos, American Eagle Outfitters, P.F. Chang's, The Cheesecake Factory, The Body Shop, M.A.C, Victoria's Secret, Boots, Vavavoom, Pottery Barn and KidZania.
Alshaya Group's portfolio extends across MENA, Russia, Turkey, and Europe, with thousands of stores, cafes, restaurants and leisure destinations, as well as a growing online and digital business.
Operating in multiple sectors including Fashion, Food, Health & Beauty, Pharmacy, Home Furnishings and Leisure & Entertainment, Alshaya Group colleagues are united by a commitment to delivering great customer service and brand experiences.
Fresh, modern, and relevant, Alshaya's constantly evolving retail portfolio reflects the choices and lifestyle of its customers. From flagship stores and restaurants in prestige malls, to local coffee shops, drive-thrus and online, Alshaya Group brings customers the brands they love in the places they want to be.