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Managed Services Manager | Al Futtaim Technologies | Dubai, U.A.E.

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Date: 24-Jun-2019

Location: Dubai, AE

Company: Al Futtaim Private Company LLC

Job Requisition ID: 36918 

No two days are the same at Al-Futtaim, no matter what role you have. Our work is driven by the desire to make a difference and to have a meaningful impact with the goal of enriching everyday lives. Take our engaging and supportive work environment and couple it with a company culture that recognises and rewards quality performance, and what do you get? The chance to push the limits every single day.

 

As a humble family business that started on the banks of the Dubai Creek in the 1930s, Al-Futtaim has expanded to a presence in 31 countries, a portfolio of over 200 companies, and 42,000 employees. You’ll find us in industries ranging from automotive and retail, to finance and real estate, and connecting people with international names like Lexus, Ikea, Robinsons, and Adidas. Our team is proudly multicultural and multinational because that kind of diverse representation gives us the global mindset to grow and impact the people, markets, and trends around us.

 

Come join us to live well, work better, and be the best.

The Managed Services Manager is responsible to develop managed services practice within Technical services team at Al Futtaim Technologies with focus of following key elements

  • Transform traditional infrastructure sales and maintenance business to managed services model offering. Develop target operating model to run managed services business.
  • Work closely with the sales managers of all business verticals to ensure new customers are on-boarded.

Key Accountabilities:

  • Develops the strategy as per market conditions and plans the kind of IT solutions to be prioritize as managed services business.
  • ITSM process definition, standard operating processes and SLA documents. 
  • Responsible for the leadership of team including performance management, assignment of work and maintenance of work standards.
  • Responsible for building and running a Managed Service Operations center with all the required security governance, process & tools which can be demonstrated to existing and prospective customers.
  • Identify the gaps in existing processes and develops ITSM processes for managed services business based on market standards.
  • Identify the risks associated with each Managed Service contracts and manage effectively.

The Managed Services Manager will report to the Head of Technical Services, however, channels exists for direct communication with the General Manager - Digital Transformation & other members from the senior leadership team at weekly meetings or as and when required. 

To be a successful in this role, you should have a bachelor's degree or an equivalent qualification in engineering specialised in Computer Science / Electronics fields. MBA is an asset. ITIL Expert certification is a prerequisite. Any other relevant certifications is an asset.

Minimum of 5+ years relevant experience in core technology services with a proven track record of building, developing and managing service delivery and support teams. Proven experience in an infrastructure service company following ITIL processes. Must have relevant experience in running managed services business managing core technology. Previous experience as a data networking support services will be preferred. 

Solid leadership and people management skills along with previous experience in growing and developing IT support function; i.e. defining operational procedures, setting service standard, defining SLA etc. Strong ability & should be passionate about delivering exceptional services. Must have worked in managing the managed services operation with a core IT Infrastructure team working with within a sytem integrator business model. Should have exposure in setting up ITSM process and services. Provide leadership and direction to the service management function ensuring appropriate and robust service management and review frameworks are in place. Achieve consistent customer satisfaction ratings and respond appropriate to customer feedback on areas for improvement. Take responsibility for customer escalations and act as a point of escalation both in and out of hours as required. Drive a continual service improvement programme based on a desire to become a world class managed service provider.

Well versed in dealing with business and technology stakeholders for a given domain. Proven expertise to conceptualize client needs and translate into specific implementation. Ability to work independently and effectively as part of a team. Strong written, verbal, interpersonal communication & presentation skills.

The Managed Services Manager will have to demonstrate excellent leadership qualities, be customer focused and be able to handle multiple and often conflicting priorities. It is essential the incumbent should have excellent interpersonal skills and a collaborative management style. Excels at operating in a fast pace, community environment. Have the ability to look at situations from several points of view. Delegate responsibilities effectively. Excellent problem analytical skills and problem simulation. Should have a high comfort level working in a diverse environment. Open to direction and collaborative work style and commitment to get the job done. Manage cross-functional relationships effectively. Strong verbal and writing skills, with regards to contractual communication. People management skills & problem solving skills. Excellent managerial & administrative skills however at the same time hands on with day to day business operations. Detail oriented and good reporting skills. Establish clear lines of communication both internally & externally. Strong commercial expertise in driving business results. 

 

REF: RV 

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.