AF26115 - UAE National - Service Delivery Analyst | Enterprise IT

Company Name: Al Futtaim Motors Employment Type: Full Time Monthly Salary: Unspecified Minimum Work Experience: 2-5 Years Minimum Education Level: N/A Listed By: Employer Career Level: Mid-level Description: Al-Futtaim Established in the 1930s as a trading business, Al-Futtaim is one of the most progressive regional business houses headquartered in Dubai, United Arab Emirates. Al-Futtaim employs in excess of 44,000 people, operates through more than 200 companies and represents more than 225 international brands across industries as diverse as retail and wholesale trading, distribution, real estate development, leisure and hospitality, insurance and financial services. The group has significantly expanded its business operations in recent years through a strategic acquisition plan and has entered a number of new territories, increasing its footprint beyond the GCC and Greater Middle East to encompass Africa, South East and North Asia, Australasia, East Africa and Europe. Entrepreneurship and rigorous customer focus has enabled Al-Futtaim to grow its business by responding to the changing needs of the customers and societies in which it operates. Al-Futtaim is committed to offering customers an unrivalled choice of the world’s best brands with exceptional standards of customer service and after sales support. Structured into four operational divisions; automotive, financial services, real estate and retail, Al-Futtaim maintains a decentralised approach, giving individual businesses flexibility and versatility to maintain a competitive stance. This benefits employees, providing a clearly defined work culture where individuals are empowered with authority and responsibility for their work. The success of Al-Futtaim is attributed to proactively managing change whilst upholding the values of integrity, service and social responsibility. The majority of businesses, built on a portfolio of world leading brands, dominate their sector. Financial Services Al-Futtaim is a trusted name in the financial services sector with over 30 years experience in the UAE. Al-Futtaim’s financial services sector operations include 11 companies operate in 5 countries. Enterprise IT Al-Futtaim Enterprise IT provides support to the Al-Futtaim Group across all geographies. It manages the IT application and infrastructure across various lines of business including Automotive, Retail, Real Estate and Financial Services. The core components of EIT are Business Application Management, Infrastructure &Operations, Enterprise Architecture, Service Management, Information Security, IT Procurement and IT Governance. About the Position: We are currently looking for Service DeliveryAnalyst,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, configuration and testing of the service management processes and ITSM platform tool. You will be responsible for the following: 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 Incident analysis and trending Problem management coordination with operational leads ITSM Solution Delivery Estimate and deliver projects assignments and system change requests as per agreed resourcing and timelines with required quality. 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. Coordinate with internal and external implementation team members and partners to contribute to the development, testing and deployment of solutions. Adheres to software development and maintenance standards by maintaining a comprehensive knowledge of internal and external development best practices. 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. About You: To besuccessfully consideredfor this exciting opportunity You Must Have. Education: College or University degree in Computer Science or a related discipline Minimum Experience and Knowledge: 3-5 years’ of experience in IT Service Management involving ITIL and ISO 20000.Experience of ITSM tool implementation (Preferably BMC Remedy force) Job-Specific Skills: Technology domain expertise in at least one ITIL process such as Incident, request or change management. Analysis and troubleshooting skills used to support end users. Experience working on or supporting one or more Full Life Cycle ITSM tool implementation Must be flexible to work additional hours and be available for OOH support as per published schedule. Functional: Developing Solution Design & Architecture Installation & Deployment Infrastructure & Technology Service Management IT Quality Assurance IT Project Management IT Vendor Management Business Process Design Sourcing & Procurement IT Security Management Risk Management Note: you will be required to attach the following:1. Resume/CV 2. Passport-size photograph Al-Futtaim offers highly engaging and supportive work environments in a culture that values, recognises and rewards quality performance.