Chalhoub Group Hiring for IT Service Management Process Lead Job at Dubai Full Time

Who we are

We are a leading partner for luxury across the Middle East. With more than 600 stores, 300 brands and over 65 years of experience in the region, we have become a major player in the beauty, fashion and gift sectors, by offering service excellence to our partners and delighting all our customers. We are moving fast from a traditional distributor and retailer for luxury in the Middle East, to a hybrid retailer bringing luxury experiences to the fingertips of customers everywhere.

To fuel the next stage of our growth we are looking to build a world class team. From physical retail through to supply chain and customer loyalty, we aim to use technology and data to continuously improve every aspect of our operations. We are looking for top talent to join us on this journey of exploring new horizons together.

The ITSM Lead is an integral part of the Technology Operations team and will build and strengthen our end-to-end enterprise incident management resolution and enterprise problem management functions as well as our Change & Release Management capabilities; you will serve as a focal point for the governance of ITSM frameworks, and operational KPI mechanisms. You will facilitate ITIL standards adherence.

The key aim for the ITSM Lead is to be the quality gate for process change and new technology we can provide to our end users to increase speed, accuracy, reliability, and agility when delivering and supporting change in our environments. You will also need to analyse and report on patterns and trends to improve future service delivery and reduce major incidents. You will then need to take it a step further to ensure appropriate action is taken to anticipate, investigate and resolve any problems in systems and services that will be full documented. This can be done by regular audits, reviews and assessments.

The successful candidate will work closely with the Technology Operations leadership team on refining and taking our services to the next level, changing the game completely in our mission to provide a world class customer service across the business.

We’re looking for a strong candidate who is sharp, adaptable, and agile enough to resolve problems, proactively think about solutions and get “hands-on” when needed.

You must have the ability to think strategically, demonstrating an in-depth understanding of current and future trends in the environments manager space, especially in hosted environments, with a sound knowledge and experience of managing agreements with hosting partners.

What you’ll be doing

• Manage the review, assignment and classifications of incidents, outages and problem cases
• Create and review incident and problem management reports; change and release reports to identify action plans to improve key performance indicators as necessary across all resolver groups and support teams
• Introduces key ITIL disciplines and practical project management techniques to ensure effective end to end problem management
• Ensure proper usage of incident, outage, problem and change management systems and processes
• Perform quality assurance on completed incident, outage, problem investigations and change management records
• Conduct Root Cause Analysis (RCA), Port Mortem and Problem Management meetings
• Ensure that root-cause is established for all major incidents and that a formal RCA is published within agreed SLAs
• Define reporting requirements needed in the management of the incident, outage and problem management processes
• Review incident, outage and problem processes, identify trends and recommend improvements
• Make recommendations for resolution and improvements to mitigate risk and prevent the replication of problems across systems
• Assisting in reassignment of misdirected incidents
• Process Review for Incident/ Problem Management and implement enhancements and document process.
• Responsible for critical event planning for Tech for large events such as Ramadan trade and Black Friday trading periods
• Mentor and assess product teams skills in Incident, Problem and Release

• Ensure proper usage of incident, outage, problem and change management systems and processes
• Perform quality assurance on completed incident, outage, problem investigations and change management records
• Conduct Root Cause Analysis (RCA), Port Mortem and Problem Management meetings
• Monitoring unassigned and taking action where needed

• Design, implement, execute and continually review the daily and long-term strategic management of change & release (including configuration) management of our live product environments within Chalhoub Group. Initial focus will be to set and drive Configuration & Release Management best practices across the live service estate
• Full review of release & configuration management lifecycle to ensure effective processes are embedded into BAU activities. This review includes planning, monitoring and executing transversal releases and recording accurate configuration details for the live production environment at all times
• Assist in forming strategies to optimise IT Change & Release Management across accounts
• Develop and implement procedures to oversee quality control of all configuration changes and releases throughout their lifecycle
• Act as the focal point for all live configuration and centralised release management activities
• Provide operational measurement for releases against CI’s
• Own Release Management strategy, policies and processes; drive release governance and compliance across all teams
• To Define/Develop automation improvements and oversee delivery into production environments offering value and improvements to our end customers
• Manage all internal transversal release management processes and release calendar activities
• Revise, recommend, and maintain Change Management and Release Management plans, schedules (calendars) policies, processes, and procedures that reflect ITIL best practices. Maintain ServiceNow and other enterprise tools in support of Enterprise Change Management
• Develop, measure, and analyse Critical Success Factors (CSF) and Key Performance Indicators (KPI), and design and generate metric reports, status and performance reports for Change & Release Management and conduct training on a scheduled and ad hoc basis
• Provide individualized instruction for Technology teams on the Change Management key process areas, associated templates and procedures
• Develop, enhance, operate, and assist in migrations and maintenance of Change Management system/tools and interfaces with other tools (e.g., Configuration, Problem, Release, and Incident Management Systems)
• Identify opportunities to continuously improve. Assist in the scheduling and implementation of improvements at predefined intervals and on an ad-hoc basis
• Maintain, update, and implement a consistent and rigorous framework for evaluating systems capabilities and risk profiles before new or changed systems are approved and scheduled for deployment in accordance the CR Impact Assessment Procedure and a process framework that ensures a system and the service it enables can be managed, operated and supported according to the requirements specified by the design and architecture
• Review Requests for Change (RFCs) to ensure the appropriate priority levels and details are provided in accordance with the CR Review Checklist
• Develop, measure, and analyse CSF and KPIs, as well as design and generate weekly/monthly/quarterly metric reports
• Develop training plans and materials for Release Management and conduct training on a scheduled and ad hoc basis; provide individualized instruction for Technology teams on the Release Management key process areas, associated templates and procedures
• Develop, enhance, operate, and maintain Release Management system/tools and interfaces with other processes (e.g., Change Management, Problem Management, Configuration Management and Incident Management Systems)
• Lead in Release Planning and pre and post Release Deployment activities and meetings.
• Supporting the management of the Configuration Management Database (CMDB) and reporting of all Configuration Item (CI) exceptions and data discrepancies
• Work with Technology teams in defining release and deployment plans. Support the potential need to review and revise plans. Support Release Readiness Reviews (RRRs) release authorization activities and perform Post-Implementation Reviews (PIRs). Perform the release coordinator role for weekly change activity to include weekend work. Produce a Weekly Change & Release Summary Report

What you’ll need to succeed

• ITIL Service Management Foundation v3 Certified
• Strong understanding of ITIL Incident, Problem, Change and Release (specifically Configuration Management) processes
• At least 5 years’ experience of incident, problem, change and release management creating governance and frameworks for each discipline in multi-company, international environments
• Awareness and use of DEVOPS tools for Continuous Integration / Continuous Deployment (CI/CD) – experienced with Jenkins and Software repository tools/environments like GitHub
• Good facilitator and driver of process framework design and execution
• Experience of working with offshore system integrators and Tier 1 MSPs
• Excellent attention to detail and analytical problem-solving skills
• The candidate must have a strong and proactive “can-do” attitude
• Good experience and knowledge working with CMDB integration (Fresh Service)
• Strong reporting skills to develop and administer CMDB reporting through Fresh Service
• Good knowledge of IT Service, Application and CMDB Dependency Modelling; utilising enterprise wide ITSM tools such as ServiceNow to do so
• Good Communication and relationship management skills
• Analytical, detail-orientated, can communicate clearly, effectively and influence in the right way

What we can offer you

With us, you will turn your aspirations into reality. We will help shape your journey through enriching experiences, learning and development opportunities and exposure to different assignments within your role or through internal mobility. Our Group offers diverse career paths for those who are extraordinary, every day.

We recognise the value that you bring, and we strive to provide a competitive benefits package which includes health care, child education contribution, remote and flexible working policies as well as exclusive employee discounts. To view all our perks and benefits, click here.