Responsibilities

• • Collaborate with IT service management Director & Managed service to define service requirements and expectations.
  • Assist in designing & implementation of IT services that align with business objectives, ensuring scalability, reliability, and security.
  • Manage the transition of new or changed services into production, ensuring that all aspects of the service are ready for operation.
  • Coordinate with project teams, ensuring that new services are delivered on time and meet quality standards.
  • Oversee the day-to-day operations of IT services, ensuring that they are delivered efficiently and effectively.
  • Monitor service performance against agreed service level agreements (SLAs) and take corrective action as needed.
  • Take accountability for service delivery performance, meeting expectations, and driving future demand
  • In case of a conflict, to identify its cause and intervene to find a suitable solution
  • Involve in sharing ideas to develop and implement solutions for issues that may arise during projects.
  • Act as the primary point of contact for IT management in dealing with the managed service.
  • Build strong relationships with key stakeholders, maintaining regular communication to keep them informed of service performance and any upcoming changes.
  • Manage relationships with third-party vendors and service providers, ensuring that they deliver services in line with contractual agreements.
  • Conduct regular performance reviews with vendors, addressing any issues and ensuring continuous improvement.
  • Prepare and present regular reports on service performance, including key metrics, incidents, and improvement initiatives.
  • Maintain accurate and up-to-date documentation of service delivery processes, SLAs, and service level agreements.

• A Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related discipline is required.

• ITIL certification is strongly preferred, especially in the Service Lifecycle and Service Capability modules, along with Lean Six Sigma certification and other relevant frameworks.
• Over 6 years of relevant experience