Job Requisition ID: 156606

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group's entrepreneurship and relentless customer focus enables the organisation to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day.

Overview of the role
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 SLA's in conjunction with business verticals.

The role will contribute to the design, documentation of the IT services and apply configuration to ITSM platform tool

What you will do

Service Delivery

• 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 managers
• Manage the performance of services to business (24 x 7, 365 days per year), ensure that service levels are achieved in line with agreements
• Review performance reports, service improvements, service quality and processes with vendors & respective service owners
• Provide 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 organisation 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 domain

ITSM Solution Delivery

• Coordinate and configure the ITSM tool with the process owners and technical teams to facilitate new requirements, change to existing requirements, versioning and upgrading throughout the tool lifecycle. Liaise with the Change Management team for problem resolution and to maintain awareness of forthcoming developments.
• Estimate and deliver projects assignments and system change requests as per agreed resourcing and timelines with required quality.

Other Key Responsibilities

• To 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.

Required skills to be successful

• 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

What equips you for the role

• College or University degree in Computer Science and Engineering or a related discipline
• 1 year of experience in IT Service Management & ITSM Ticketing tool would be an advantage.

This role is open to UAE Nationals ONLY.

We're here to provide excellent service but a little help from you can ensure a five-star candidate experience from start to finish.

Before you click apply: Please read the job description carefully to ensure you can confidently demonstrate why this opportunity is right for you and take the time to put together a well-crafted and personalised CV to further boost your visibility. Our global Talent Acquisition team members are all assigned to specific businesses to ensure that we make the best matches between talent and opportunities. We not only consider the requisite compatibility of skills and behaviours, but also how candidates align with our Values of Respect, Integrity, Collaboration, and Excellence.

As part of our candidate experience promise, we also want to make ourselves available to you throughout the application process. We make every effort to review and respond to every application.

Al-Futtaim