The Emirates Group Hiring for Manager Portfolio Service Management Job at Dubai Full Time

Job Purpose: Oversee the service management of end-to-end business services across a portfolio of business applications, the underlying infrastructure platforms and their dependencies for the assigned business technology portfolio. Drive continuous improvement, service quality, customer satisfaction and operational efficiency. Develop and implement best practices, processes and toolsets to optimize service management in the assigned portfolio. Lead all service improvement plans on issues that have significant business impact or have executive level visibility. JOB ACCOUNTABILITIES LINKED TO OBJECTIVE AREAS 1. Manage the entire life cycle of all IT services (Service Strategy, Service Design, Service Transition, Service Operations, and Continual Service Improvement) within a business technology portfolio (200-300 business applications and dependent components) and ensure the services are delivered within defined and agreed performance SLAs and KPIs. 2. Maintain an enterprise view of all service management KPIs. Monitor and manage the portfolio pipeline of demand, resources, projects and enhancements to ensure effective tracking and delivery within all financial measures and portfolio constraints. 3. Provide timely service recovery to abnormal service performance trends, proactively take action and provide internal and external visibility in regard to the performance trends. 4. Collaborate with portfolio heads to ensure technical health investments for solutions are sized adequately so technical debt is managed on a continuous basis and at an acceptable level. 5. Drive the development and maturity of overall application support competencies across the Agile Release Trains (Agile Autonomous Teams) within the portfolio by working with feature teams, systems teams and site reliability engineers to continually improve monitoring, self-healing/recovery steps, and automated deployments to reduce business impacts and accelerate service recovery. Identify the underutilisation of services and drive prioritisation with technical product managers to increase utilisation/adoption. Manage the life cycle of services that are no longer viable and facilitate retirement to realise productivity and cost savings. 6. Ensure the support and maintenance annual budgets are optimized. Operate within the allotted budgets to deliver the long-term technology roadmap for the business services within the portfolio (e.g. Customer, Commercial, Airline Operations, Support Services, dnata). Support the growth of the Emirates Group over the next 3-5 years by ensuring that all relevant services have up-to-date capacity plans and are consistently upgraded as per the roadmap. 7. Proactively identify recurring major incidents that impact business performance. Review long term trends and drive improvement plans with a view to recovering services back to a healthy state (“go-to-green plans”) in the shortest possible timeframe. Ensure senior management have full visibility on the progress of the improvement plans. 8. Ensure regular supplier service reviews are conducted with strategic and top tier suppliers, ensuring services are delivered within contracted service leave agreements (SLAs) and as per business needs. Identify service degradation that should result in payment of service credits and ensure timely collection. 0. Liaise with executive management of 3rd parties to ensure service improvement plans are fully aligned with the supplier’s improvement plans and have full backing from the supplier executive management. 1. Ensure operate/run staffing and knowledge levels are aligned with future demand. Lead, coach, and mentor a team of high performing individuals, providing feedback whilst facilitating professional development. Create a climate that systematically embeds a service management culture, enabling faster recovery, quality and continuous improvement, ensuring customer needs are met and expectations exceeded whilst supporting the team to grow and maintaining trust with the business.

Qualifications & Experience: Qualifications: Degree or Honours equivilent in computer science with relevant service management certifications ITIL service management certification preferred. Experience: 10+ years Knowledge/skills: – Relevant experience including 5+ years in service management lead role for a large scale international organisation with complex infrastructure. – Aviation IT experience preferred – Solid knowledge of ITIL V4 practices – Highly developed critical thinking skills with ability to challenge established working practices or technical implementations in a constructive manner – Aviation business technology awareness across the board – Ability to use enterprise tools/systems e.g. ServiceNow, AppDynamics, Splunk, Power BI and possess the technical abilities to create own senior management dashboards – Overall understanding of the applications and its end-to-end technology landscape with ability to understand the various interdependencies that make up the end-to-end business service. Other languages besides English: Leadership Role: YES Safety Sensitive Role: NO These vacancies are in two areas: Airline & Airport Operations and dnata

Salary & Benefits: Join us in a management role and enjoy an attractive tax-free salary. On top of our generous travel benefits, including discounted flights and hotel stays around the world, this managerial role also has an excellent leave and healthcare package. That’s on top of transport benefits, life insurance and more.