The Emirates Group Hiring for Manager:Customer Support and Deployment Services Job at Dubai Full Time

Job Purpose: Plan, develop and manage the service and support functions of Emirates IT, including Field Support for airport, corporate, outstations and Senior Executive support, including the formulation and review of strategies towards achieving customer service goals, and timely support of all end user devices as committed in the SLOs. To manage and direct the activities of the support teams in resolving incidents and coordinating activities with third party service providers and internal delivery teams. Accountable for the overall deployment of all hardware and software across the IT enterprise including the Service Request function. Appropriate processes and procedures must be formulated, implemented, and monitored within these functional teams. Job Outline: Plan, develop and manage all Field Support services and peripheral device support of Emirates Group, Galileo, Senior Executives, and mobile users using resources that are Customer focused and knowledgeable on all aspects of the peripherals and devices used directly by them. – Define the customer support strategy (covering a 1-3 year period) for Field Support, IT stores and workshop including power, logistics and skills. Provide recommendations that will ensure a customer focused and cost-effective service. – Drive continuous automation in the area of deployment with an objective of achieving Zero touch in all the technology domain used at the customer site. Continuously adopt shift left strategy in shifting maximum cases to Technology Command Centre to improve centralization and efficiency. – Optimize operational costs and reduce per unit costs to sustain the exponential growth of Emirates Group without compromising on the quality of the IT support services rendered by managing costs and budget. Ensuring that the entire operation is maintained under approved budget and constant improvements are made to all services offered i.e. field support in the UAE & outstations and the support services provided to Senior Executives and other joint ventures in accordance with best practices. – Responsible for IT support provided to outstations including the effective deployment and support of devices through negotiating and implementing effective contracts with Supplier Management to ensure customer expectations through agreed SLO are met. – Take overall responsibility and ownership of the Field Support Process, ensuring its smooth functioning and that process improvements are continuously implemented. – Ensure that relevant targets are set, and are met, and report accordingly to the Head of Business Technology Solutions. – Manage the deployment and support of all authorized hardware, software and services into the Data Centers in a timely and efficient manner ensuring that Service Requests are delivered within the agreed SLO definitions. – Ensure that the IT Service Request Management team is responsible for developing and maintaining the IT Service Request management system and the on time availability of hardware and related services through active stock optimization and managing just-in-time delivery with suppliers to ensure that agreed Service Request SLOs are met. – Plan, Drive and execute the organizations IT asset management strategy and take the accountability for managing, controlling, and protecting the organization’s IT assets throughout their life cycle. – Ensure timely, appropriate, clear and targeted communication is managed to both internal and external customers on the status and progress of the field support and Service Request activities. – As member of Technology operations senior management, responsible for, supporting definition of EG-IT objectives & priority areas, defining IT Infrastructure goals & objectives, establishing effective action plans in the department to support EG-IT Objectives, assessing IT Infrastructure performance against EG-IT objectives, rating performance of managers & senior staff across IT Infrastructure and managing performance & development of all staff in their own department.

Qualifications & Experience: Information Technology. Other : 10+ Years – Degree or Honours (12+3 or equivalent) : Knowledge/Skills: – Management experience in leading a function at a senior level in IT, ideally within a customer services environment. – IT Management. – Stakeholder relationship management. – User Support. – Infrastructure and Operations (End User Devices) Service Level Management. – Technical Knowledge Installation & Integration.

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.