Country: United Arab Emirates
Position Location: Dubai, United Arab Emirates
Contract Type: Permanent
Work Pattern: Full Time
Sector: Corporate services
Discipline: Information technology
Job Ref: 3183
Recruiter Contact: Iustina Blidariu
About Thebusinessunit
Mott MacDonald's support services are the driving force behind our organisation enabling us to run efficiently and effectively. The team works collaboratively to offer specialist advice, best practice and technology to all areas of our business specifically designed for our global reach.
Overview Of Role
We are looking for a team player and effective communicator, confident in their capability, whilst able to recognize areas for development. They must also be able to think creatively and should always be seeking new and more efficient ways to improve the function and associated processes.
They will have well-developed interpersonal and influencing skills and an ability to build collaborative relationships and manage a variety of stakeholders, each with differing requirements and challenges. It's important that they can inspire trust and confidence and establish credibility through effective partnership skills by consistently delivering against commitments.
They should have a natural ability in developing others, nurturing best practice, and be able to demonstrate that they can see the bigger strategic picture with resilience to navigate evolving requirements.
Reporting to the Group Head of IT, the Head of IT Service Delivery & Operations is accountable for the following:
- Design and maintain the IT service delivery models and Service Level Agreements (SLAs) in alignment with business requirements.
- Ensuring incident management, service request fulfilment and system maintenance activities are effectively undertaken.
- Act as the key interface for the business to ensure business needs are understood and addressed from a service delivery perspective.
- Continual service improvement, supplier, and process reviews.
- Accountable for implementing the appropriate control processes and service reporting for IT services.
- Ensure the performance metrics are in place that track the progress of IT service maturity against business objectives.
In addition, you will be responsible for maintaining a collaborative culture and leading an environment to improve the health, wellbeing, and engagement of the IT functions employees through visible leadership and effective people management.
Key Duties And Responsibilities Include
- Build strong, collaborative relationships with the regional business stakeholders and our strategic suppliers.
- Provide a clear point of contact for business stakeholders and act as an escalation point for IT service delivery and operational issues.
- Increase the competence and capability of out IT Operations functions and processes aligned to the Service Desk Institute and ITIL frameworks.
- Track business satisfaction with IT services and identify areas to improve.
- Understand the strategies and plans of the different business areas to inform IT service improvements.
- Manage the Business Management System content that defines our processes and report against adherence.
- Undertake periodic IT review meetings with the regional business stakeholders to determine satisfaction levels, provide updates, and reports on the key areas of IT.
- Manage and develop the maturity of our asset management, procurement activities, and supplier management.
- Ownership of key Service Delivery processes including Problem, Change and Incident management.
- Agree key service metrics with business stakeholders and report on service levels.
- Key Performance Indicators
- Business feedback
- SLA attainment
- Continual service improvement metrics
- Evidenced adherence to standards and processes
- Demonstrate value of IT services to business KPI's
Candidate Specification
Essential
- Excellent understanding of information technology, service management, and supplier management.
- Communicates confidently and assertively with a variety of audiences; negotiates effectively; and appropriately manages conflict.
- Uses initiative to identify and solve problems proactively, uses good judgement to refer issues upwards as necessary, and identifies and manages risk effectively.
- Is respectful and polite towards others, builds productive working relationships; works collaboratively across functional boundaries towards common goals.
- Remains effective and positive even when under pressure.
- Identifies opportunities for continuous improvement, shows commitment to own professional development, and demonstrates enthusiasm to learn new skills.
Desirable
- A recognised relevant professional qualification.
- Experience of working in a complex matrix environment.
- Experience of managing a Service Delivery capability.
- Experience of implementing the ITIL framework.
Personal Attributes
- Passionate about technology and learning.
- Ability to balance demands and priorities and think clearly under pressure.
- Attention to detail and a focus on quality.
- Excellent conflict resolution, communication, and collaboration skills.
- Logical and analytical approach to solving problems.
Our Purpose
At Mott MacDonald, our purpose is to improve society by considering social outcomes in everything we do; relentlessly focusing on excellence and digital innovation, transforming our clients businesses, our communities and employee opportunities.
Equality, Diversity and Inclusion
Equality, diversity and inclusion (EDI) is at the heart of our organisation. We are an equal opportunity employer and do not discriminate, rather take positive steps towards creating a diverse and inclusive working environment.
Flexible Working
At Mott MacDonald, we support our staff to create work-life balance which works for them and welcome candidates looking for career flexibility. We are open to discussing flexible working at interview stage.
We Can Offer
- 90 calendar days paid maternity leave
- Competitive annual leave
- An annual professional institution subscription
- Annual company performance bonus scheme Subject to company performance
