Problem Manager | Group Tech &Dig Platforms | Corporate Services

Job Requisition ID: [[169139]] 

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 A”rab 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:

Responsible for the delivery of the IT organization’s Problem management process improvement. Works with cross-functional IT teams to design, develop, and integrate ITSM processes and procedures utilizing best practices and industry standard frameworks (e.g., ITIL, COBIT, PMBOK, CMMI). Provides insight and advice on emerging process and control frameworks. Ensures seamless execution of all process execution and Service management tool related activities across the IT organization by applying process improvement methodologies, communication planning, and organizational readiness assessment. Leads the design of the IT organization’s overall incident and problem management process structure, including creating a functional hierarchy that streamlines IT processes and eliminates resolution delays. Provides coaching and guidance to the IT leadership and management team on their roles in process improvement. Acts as a leader to implement and manage best incident and problem management practices across the IT organization.

Use ITSM process and practices and align the delivery of IT services closely with the needs of the business

• Using ITIL definitions and documenting is the best practice that can be effectively implemented in Al-Futtaim Group.
• Effectively contribute to the management of IT as an enterprise wide, service-oriented entity by
• Adoption of ITIL standards to define, design and manage EIT and business interaction processes.
• Adopting best practices in incident and problem management.
• Maximizing use of internal functions and maximizing the first contact call closure.
• Improving IT standards adoption of Service Level Agreements to improve incident resolution and enhancing customer satisfaction.
• Providing efficient delivery of services with quality mapping of the required processes and documentation.
   

What you will do:

Problem Management:

• Analysis and reporting of incident trend data to identify and eliminate root causes.
• Act as a single point of contact to senior management.
• Initiating actions to fix potential interruptions to service identified during proactive and trend analysis of the IT infrastructure and landscape for multiple LOBs.
• Production of statistics and reports to demonstrate where possible repeat incidents are occurring across the organisation and manage issues through to resolution.
• Diagnosis of faults and determining whether new incidents are related to known errors or existing problem records.
• Facilitating and coordinating technical meetings.
• Leading and facilitating retrospective investigations into high-impact issues.
• Managing root cause analysis between technical teams.
• Initiating actions to fix interruptions to service caused by errors/faults in the IT infrastructure.
• Production of statistics and reports to demonstrate the performance of the Problem Management process.
• Create and coordinate the implementation of a service improvement plan (SIP).
   

ITSM Solution Delivery and Transformation, Technical Leadership and Continuous Improvement:

• 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.
• Lead technical projects related to ITSM solutions, ensuring they are delivered on time and within scope. Coordinate with project managers and other stakeholders.
• Conduct regular reviews of ITSM, ITAM and CMDB processes to identify areas of improvement. 
• Lead the development of ITSM business improvement strategies aligned with organizational goals.
• Provide training and upskilling opportunities to ensure the team stays current with in-used solutions for service management. 
• Estimate and deliver projects assignments and system change requests as per agreed resourcing and timelines with required quality.
• Propose and implement innovative solutions to enhance service Delivery and operational efficiency. 
• Participate in cross-functional initiatives to drive digital transformations. 
• Identifying the need for issuing an RFP based on business demands, technological advancements, or GAP in the current ITSM, Operations Excellence, ITAM or CMDB solutions. 
• Collaborate with internal IT teams and external vendors to develop and implement solution roadmaps
   

Vendor & Contract Management:

• Vendor Performance Management: Track vendor performance to ensure compliance with the SLAs stated in contracts, ensuring high-quality service delivery. 
• Contract Renewal: Manage the timely renewal of maintenance contracts, ensuring uninterrupted service delivery to business users and stakeholders.
• Assist in the management of key software licensing contracts
   

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.
• Engage with business unit leaders to articulate the value of ITSM and ITAM initiatives. 
• Hosting workshops sessions for end-users and other stakeholders to ensure effective use of ITSM tools, new features and processes.
   

Required Skills to be successful:

• Experience in Symphony 
• Excellent Communication skills 
• Minimum of 10 years’ experience 

About the Team:

You will be reporting to Head of ITSM & CoE

What equips you for the role:

• College or University degree in Computer Science and Applications or a related discipline
• 10+ years of experience in IT Service Management processes focused on Problem management, ITAM and CMDB. 
• Good Experience with well-known ITSM tools such as Symphony ai and ManageEngine 
• Salesforce & ServiceNow Applications would be an advantage.
• ITIL v3/v4 Foundation Certified 
• ITSM Symphony Ai certified 
   

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.