SynopsisResponsible for the development, implementation, sustainment, and continuous improvement in IT Service Management (ITSM) processes as well as establishing, measuring and reporting on Key Performance Indicators (KPIs) related to services, processes, operations, and delivery. A customer facing role representing the services provided by Service Management & IT Operations and building strong relationships and managing expectations to become the trusted IT partner.Maintain and manage standards for service management and service management processes.Responsible for the delivery of teams within Service Management & IT Operations (IT Operations, Workplace services, Change Management, Applications Management & Support) to drive the necessary improvements of services.Maintain and improve service quality, ensure that IT services meet or exceed service levels requirements through continuous review of service performance.Accountabilities

• Maintains a catalogue of all available services (Service Catalogue). Liaises with stakeholders to establish the structure of service level agreements (SLAs). Ensures that operational methods, procedures, and policies are documented, maintained and reviewed regularly to maintain their effectiveness and efficiency.
• Works with stakeholder/service-user representatives to determine service level requirements. Negotiates and agrees to service levels covering aspects of quantity (e.g. hours, times, throughput, consumables) and quality (e.g. availability, reliability, performance, growth capacity, support, contingency and security). Manages service-user expectations and perceptions in order to optimise user satisfaction.
• Works with service-users to establish qualitative assessment of the service provision, from the client/user perspective. Proposes service improvements based on analysis of metrics, and/or satisfaction surveys.
• Works with stakeholders to define future demand requirements such that they can be adequately planned and budgeted for. Monitor capacity levels of consumed services to ensure no service interruptions.
• Regularly reviews Operational Level Agreements (OLAs) (internal), and/or underpinning agreements (UPCs) (external) to ensure that they are in line with SLA targets. Liaises regularly with service providers and customers to review and improve performance against SLA. Review SLAs, produces new SLAs and extensions to existing SLAs. Negotiates changes and improvements to SLAs with the agreement of service provider and the Customer

• Contractual awareness with respect to Cost; Identify opportunities to reduce cost of ownership by acting upon contractual levers (e.g. Minimum Guaranteed Baselines). Manage the Service Management annual Capex and Opex budget contributing to Business Planning processes.

• Leads problem management in the diagnosis and resolution of service problems, ensuring that account is taken of agreed levels of service. Initiates action to maintain or improve levels of service.

Education & Experience

• 5+ years of service management and service delivery management experience.
• Bachelors degree in Computer Science, Information Systems, or equivalent is a strong advantage

About Etihad AirwaysEtihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the worlds leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Together with Etihads codeshare partners, Etihads network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme and more. All this ties into Etihads ambitious Journey 2030 strategy. The airline plans to double its fleet size and triple the number of customers over the next six years as it sets out to be the airline everyone wants to fly!To learn more, visit

Etihad Airways