Manager Service Transition / DevOPS Program

Job Purpose

Within this role you will lead a ‘traditional’ ITIL based Service Transition and Improvement team through a multi-year DevOPS transformation project.
You will support Emirates IT to introduce Agility and DevOPS’ ways of working based on your extensive experience in a large scale enterprise that went through a similar transformation program. We expect you played a significant role in that transformation.
At the same time you will lead the existing team and have overall responsibility for the efficiency of the various service management functions across IT including Problem, Change, Configuration, Release, Capacity and Service Request Management.

Job Outline:

• Accountable for definition of the IT Service Strategy for Emirates Group IT, providing direction, framework and guidance on priority areas, for all departments and teams involved in design and provision of IT services to the Emirates Group and Mercator customers.

• Research and establish IT Services benchmarks in line with industry standards. Liaise between the IT Customer Service and Production Teams to define, monitor and report on SLOs ensuring optimal performance is reflected.

• Drive, agree and establish Operational Level Agreements (OLAs) between IT and Group departments and teams to ensure that that all are effectively working towards achievements of the Service Level Objectives committed to Emirates Group and Mercator Customers.

• Own and maintain the service catalogue for all available services to drive standardization and rationalization of all production services. Liaise with IT Strategy and IT Architecture to ensure the service catalogue supports the strategic directions for IT.

• Responsible for creation, definition and implementation IT Service Continuity Plan for all IT services provided to the group. Conduct periodic reviews of the plans to verify their validity and efficiency.

• Accountable for creation, management and continuous improvement of the 'Problem Management Processes' as well as 'Continuous Service Improvement Process' to proactively identify issues that affect and degrade quality of production services at the same time ensuring improvements are done in all the areas of Service Management. This includes defining process, policy and targets for IT to ensure smooth functioning and report on IT target achievement to senior management.

• Take overall responsibility and ownership of all the Service Management Processes aligned to Service Design, Service Transition, Service Operations and Continuous Service Improvement life cycles, ensuring their smooth functionality and that process improvements are continuously implemented. Ensure that relevant targets are set, and are met, and report accordingly to IT Production.

• Ensure that the Configuration Management team owns the CMDB (Configuration Management Database) and DSL (Definitive Software Library), verifies records, and manages exceptions and reports non-compliance to ensure that the CMDB and DSL are up-to-date and accessible at all times.

• Establish career development plans and training for direct reports and provide appropriate mentoring and coaching. Conduct timely annual and interim PM! Reviews and set SMART objectives to cultivate a culture of high performance.

• Responsible for various reporting function within IT Service Management like Trend Analysis, Availability and Performance, Incidents, Problems, Changes and Configuration Database.

Qualifications & Experience
• Degree or Honours (12+3 or equivalent)

• Minimum 10 years experience in Information Technology.

• Management experience and leading a function at a senior level in IT Service Management.

Professional Skills:

• Information Technology
• Service Management
• Organization design and implementation
• Financial management for IT
• IT Management Information security
• IT measures and metrics (KPIs)
• IT Quality Management ITIL Framework

Job Purpose

Within this role you will lead a ‘traditional’ ITIL based Service Transition and Improvement team through a multi-year DevOPS transformation project.
You will support Emirates IT to introduce Agility and DevOPS’ ways of working based on your extensive experience in a large scale enterprise that went through a similar transformation program. We expect you played a significant role in that transformation.
At the same time you will lead the existing team and have overall responsibility for the efficiency of the various service management functions across IT including Problem, Change, Configuration, Release, Capacity and Service Request Management.

Job Outline:

• Accountable for definition of the IT Service Strategy for Emirates Group IT, providing direction, framework and guidance on priority areas, for all departments and teams involved in design and provision of IT services to the Emirates Group and Mercator customers.

• Research and establish IT Services benchmarks in line with industry standards. Liaise between the IT Customer Service and Production Teams to define, monitor and report on SLOs ensuring optimal performance is reflected.

• Drive, agree and establish Operational Level Agreements (OLAs) between IT and Group departments and teams to ensure that that all are effectively working towards achievements of the Service Level Objectives committed to Emirates Group and Mercator Customers.

• Own and maintain the service catalogue for all available services to drive standardization and rationalization of all production services. Liaise with IT Strategy and IT Architecture to ensure the service catalogue supports the strategic directions for IT.

• Responsible for creation, definition and implementation IT Service Continuity Plan for all IT services provided to the group. Conduct periodic reviews of the plans to verify their validity and efficiency.

• Accountable for creation, management and continuous improvement of the 'Problem Management Processes' as well as 'Continuous Service Improvement Process' to proactively identify issues that affect and degrade quality of production services at the same time ensuring improvements are done in all the areas of Service Management. This includes defining process, policy and targets for IT to ensure smooth functioning and report on IT target achievement to senior management.

• Take overall responsibility and ownership of all the Service Management Processes aligned to Service Design, Service Transition, Service Operations and Continuous Service Improvement life cycles, ensuring their smooth functionality and that process improvements are continuously implemented. Ensure that relevant targets are set, and are met, and report accordingly to IT Production.

• Ensure that the Configuration Management team owns the CMDB (Configuration Management Database) and DSL (Definitive Software Library), verifies records, and manages exceptions and reports non-compliance to ensure that the CMDB and DSL are up-to-date and accessible at all times.

• Establish career development plans and training for direct reports and provide appropriate mentoring and coaching. Conduct timely annual and interim PM! Reviews and set SMART objectives to cultivate a culture of high performance.

• Responsible for various reporting function within IT Service Management like Trend Analysis, Availability and Performance, Incidents, Problems, Changes and Configuration Database.

Qualifications & Experience
• Degree or Honours (12+3 or equivalent)

• Minimum 10 years experience in Information Technology.

• Management experience and leading a function at a senior level in IT Service Management.

Professional Skills:

• Information Technology
• Service Management
• Organization design and implementation
• Financial management for IT
• IT Management Information security
• IT measures and metrics (KPIs)
• IT Quality Management ITIL Framework