it infrastructure service delivery manager - Riyadh, المملكة العربية السعودية - Duncan & Ross

وصف

RESPONSIBILITIES:

• Client Engagement and Relationship Management:
• Establish and maintain strong relationships with internal stakeholders to understand their IT infrastructure requirements and expectations.
• Serve as a central point of contact for IT infrastructure service-related inquiries, feedback, and escalations.

Service Level Management:

• Develop, define, and manage service level agreements (SLAs) and Key Performance Indicators (KPIs) for IT infrastructure services.
• Monitor and report on SLA performance, implementing improvements to meet or exceed agreed-upon service levels.

Incident and Problem Resolution:

• Oversee the incident and problem management processes, ensuring timely resolution of IT infrastructure issues.
• Collaborate with technical teams to identify root causes and implement preventive measures.

Change Management:

• Lead the change management process, assessing and approving changes to IT infrastructure to minimize disruptions.
• Ensure that changes are aligned with business needs and compliance requirements.

Team Leadership:

• Manage and lead a team of IT professionals responsible for IT infrastructure service delivery.
• Provide guidance, coaching, and support to foster a collaborative and high-performance team.

Continuous Improvement:

• Identify opportunities for continuous improvement in IT infrastructure service delivery processes.
• Implement best practices and innovative solutions to enhance efficiency and effectiveness.

Capacity Planning and Resource Management:

• Collaborate with IT resource managers to plan and allocate resources effectively.
• Monitor resource utilization and make recommendations for adjustments to meet service delivery demands.

Vendor and Supplier Management:

• Collaborate with vendors and suppliers to ensure the delivery of high-quality infrastructure services.
• Evaluate vendor performance, negotiate contracts, and manage relationships to optimize service delivery.

Security and Compliance:

• Ensure IT infrastructure services comply with security policies, regulatory requirements, and industry standards.
• Implement and monitor security measures to protect IT assets and data.

QUALIFICATION:

• Bachelors degree in information technology, Computer Science, or a related field.
• Proven experience in IT service delivery management with a focus on infrastructure services.
• Strong understanding of ITIL framework and best practices.
• Excellent leadership and team management skills.
• Effective communication and interpersonal abilities.
• Effective presentation and reporting abilities.
• Analytical mindset with the ability to make data-driven decisions.
• Experience in budget management and financial reporting.
• Familiarity with IT security principles and compliance requirements.
• Knowledge of emerging technologies and trends in IT infrastructure.
• Relevant certifications such as ITIL, PMP, ISO or others are a plus.

Vertical: Technology