Job opportunity for IT Operations Service Level Manager with Etihad Airways

Let your career take off with the World’s Leading Airline, Etihad Airways. Work in the forefront of the aviation industry, with the airline that has reimagined the flying experience through its pioneering products and services.

We are pleased to announce an incredibly exciting opportunity to join the Technology & Innovation function as an IT Operations Service Level Manager. You will be rresponsible for defining and managing the Service Level Management framework and Service Catalog. To ensures that delivery of all services and service components are managed between the Service Delivery Managers and ensure continual service quality monitoring and performance review of suppliers.

SPECIFIC RESPONSIBILITIES

• Creates and maintains the Service Catalog which includes technical components, services and associated RACI and ensures alignment of all service components
• Ensures that service levels and performance thresholds are configured on the enterprise tool for monitoring and reporting
• Reviews and agrees the Service Level Requirements for pipeline projects
• Negotiates service level agreements with the service owners and works with suppliers to agree service levels and conduct periodic reviews
• Works with the Service Delivery Managers to align and SLAs, OLAs and Underpinning Contracts
• Maintains the Service Level Management framework for all Service Delivery Management processes
• Monitors and reports on the Service Levels for Service Owners, SDMs and IT leadership.

KEY COMPETENCIES

• Creation and maintenance of service catalog
• Designing, mapping, getting buy-in for and maintaining the most appropriate Service Level Management (SLM) structure for the organization
• Negotiating and maintaining SLAs with internal customers
• Negotiating and maintaining OLAs with IT support teams
• Establishing a service review process; planning, organizing and facilitating recurring meetings
• Working with delivery leads and change managers to understand the SLM requirements for proposed new services and changes
• Ability to think and act both strategically and tactically
• Technical understanding with ability to translate business objectives in technical service
• Ability to bring together and work with a team of people with varied backgrounds - business analysts, technical experts, process owners
• Good understanding of enterprise business, IT infrastructure and services provided and customers/users
• Relationship management and conflict resolution skills
• Statistical, numerical and analytical principles and processes
• Innovative thinking with service quality, and its improvement, within limits of costs and business direction.
• Ability to engage at all levels to understand and agree priorities and manage expectations

GENERAL RESPONSIBILITIES

• Policies and Procedures
• Implement relevant policies, processes and procedures and monitor adherence so that work is carried out in a controlled manner
• Day-to-Day Operations
• Supervise standard and complex day-to-day operations to ensure that work processes are implemented as designed and in compliance with established standards and procedures
• Safety, Quality &Environment
• Comply with all relevant safety, security, quality, health and environmental procedures to ensure a healthy and safe work environment

EDUCATION & EXPERIENCE

• Bachelor degree from University
• Enterprise Management or ITIL certifications desirable
• 8 or more years of experience in supporting an organization of comparable size in managing and enhancing its technology landscape
• 5 years working knowledge of ITIL processes and in particular Service Level Management
• Proven ability to assist other IT leaders in entrenching a “business and service culture” within IT
• Prior experience in working with a diverse range of stakeholders, both internal and external to the enterprise
• Demonstrated ability to present analysis and communicate with senior professional audiences through high-level interpersonal and verbal/written communication skills
• Demonstrated ability to manage service levels and relationship with stakeholders both internal and external
• Experience of working closely with suppliers to achieve challenging targets and delivering value for money
• Willing travel overseas as  International travel required
• Ability to work in a challenging environment involving 24/7 operations with conflicting demands and changing business priorities

Click on THIS link to apply.