Manager Portfolio Service Management

Job Purpose: Oversee the service management of end-to-end business services
across a portfolio of business applications, the underlying infrastructure
platforms and their dependencies for the assigned business technology
portfolio. Drive continuous improvement, service quality, customer
satisfaction and operational efficiency. Develop and implement best practices,
processes and toolsets to optimize service management in the assigned
portfolio. Lead all service improvement plans on issues that have significant
business impact or have executive level visibility. JOB ACCOUNTABILITIES
LINKED TO OBJECTIVE AREAS ‎1. Manage the entire life cycle of all IT services
(Service Strategy, Service Design, Service Transition, Service Operations, and
Continual Service Improvement) within a business technology portfolio (‎200-‎300
business applications and dependent components) and ensure the services are
delivered within defined and agreed performance SLAs and KPIs. ‎2. Maintain an
enterprise view of all service management KPIs. Monitor and manage the
portfolio pipeline of demand, resources, projects and enhancements to ensure
effective tracking and delivery within all financial measures and portfolio
constraints. ‎3. Provide timely service recovery to abnormal service
performance trends, proactively take action and provide internal and external
visibility in regard to the performance trends. ‎4. Collaborate with portfolio
heads to ensure technical health investments for solutions are sized
adequately so technical debt is managed on a continuous basis and at an
acceptable level. ‎5. Drive the development and maturity of overall application
support competencies across the Agile Release Trains (Agile Autonomous Teams)
within the portfolio by working with feature teams, systems teams and site
reliability engineers to continually improve monitoring, self-healing/recovery
steps, and automated deployments to reduce business impacts and accelerate
service recovery. Identify the underutilisation of services and drive
prioritisation with technical product managers to increase
utilisation/adoption. Manage the life cycle of services that are no longer
viable and facilitate retirement to realise productivity and cost savings. ‎6.
Ensure the support and maintenance annual budgets are optimized. Operate
within the allotted budgets to deliver the long-term technology roadmap for
the business services within the portfolio (e.g. Customer, Commercial, Airline
Operations, Support Services, dnata). Support the growth of the Emirates Group
over the next ‎3-‎5 years by ensuring that all relevant services have up-to-date
capacity plans and are consistently upgraded as per the roadmap. ‎7.
Proactively identify recurring major incidents that impact business
performance. Review long term trends and drive improvement plans with a view
to recovering services back to a healthy state ("go-to-green plans") in the
shortest possible timeframe. Ensure senior management have full visibility on
the progress of the improvement plans. ‎8. Ensure regular supplier service
reviews are conducted with strategic and top tier suppliers, ensuring services
are delivered within contracted service leave agreements (SLAs) and as per
business needs. Identify service degradation that should result in payment of
service credits and ensure timely collection. ‎0. Liaise with executive
management of 3rd parties to ensure service improvement plans are fully
aligned with the supplier's improvement plans and have full backing from the
supplier executive management. ‎1. Ensure operate/run staffing and knowledge
levels are aligned with future demand. Lead, coach, and mentor a team of high
performing individuals, providing feedback whilst facilitating professional
development. Create a climate that systematically embeds a service management
culture, enabling faster recovery, quality and continuous improvement,
ensuring customer needs are met and expectations exceeded whilst supporting
the team to grow and maintaining trust with the business.
Qualifications & Experience: Qualifications: Degree or Honours equivilent in
computer science with relevant service management certifications ITIL service
management certification preferred. Experience: ‎10+ years Knowledge/skills: -
Relevant experience including ‎5+ years in service management lead role for a
large scale international organisation with complex infrastructure. - Aviation
IT experience preferred - Solid knowledge of ITIL V4 practices - Highly
developed critical thinking skills with ability to challenge established
working practices or technical implementations in a constructive manner -
Aviation business technology awareness across the board - Ability to use
enterprise tools/systems e.g. ServiceNow, AppDynamics, Splunk, Power BI and
possess the technical abilities to create own senior management dashboards -
Overall understanding of the applications and its end-to-end technology
landscape with ability to understand the various interdependencies that make
up the end-to-end business service. Other languages besides English:
Leadership Role: YES Safety Sensitive Role: NO These vacancies are in two
areas: Airline & Airport Operations and dnata
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.