VP Service Delivery – Operations

Company: Talia Limited FZE
Contract Type: Permanent (Full-Time)
Location: Dubai (or willing to relocate to Dubai)
We have an opening for a VP of Service Delivery Operations, who will be
globally responsible for the Talia Service Delivery and customer assurance
covering all aspects of service management, information security and quality
management. You will be a member of the Talia global Service delivery
management team, contributing to the overall IT and business objectives for
Service.

The key responsibilities in this role include:

• Management role within the Service IT Centre of Excellence responsible for service management leadership, guidance and strategy.


• Managing and maintaining the IT service management (ITSM) function and roadmap encompassing processes such as incident, request, change, capacity, availability, configuration, problem, knowledge and life cycle management at a global level.


• Managing the compliance of in-project lifecycle support through clearly defined and agreed SLAs and KPIs for all services in close collaboration with Talia's information security and engineering department.


• Managing service quality management processes, ensuring regulatory and audit compliance and the development and maintenance of the quality management processes.


• Ensuring that the company's operations meet global ITSM quality standards.


• Leading the implementation and managing the subsequent IT application & hosting support models across a matrix of internal and external vendors ensuring measurement to contractual SLA and addressing breach of service where necessary.


• Creating and maintaining detailed reporting on individual customer services and Product Support tickets, SLAs and KPIs.


• Lead a team of regional resources delivering service management support.


• Senior stakeholder escalation role for incident management with accountability for business management and customer communications.


• Deliver enhancement projects in the IT service management area, setting up project organization and follow up on project delivery.


• Ensuring that service management policies, processes and procedures documentation is created, updated and maintained, as well as communicating IT service management strategy, process and procedures across the organisation.


• Organize and enhance your team with training on service management processes and procedures, providing coaching when necessary.


• Developing the strategy for the Service Delivery function, leading strategic initiatives and embedding a culture of continuous improvement through the function.


• Enable and champion a service delivery culture, promoting ongoing service improvements and taking appropriate measures by facilitating service management reviews to improve quality and customer satisfaction.


• Maintaining ongoing ownership of all incidents and facilitating the communication of incident updates to customers provided by the support teams.


• Tracking major/recurring problems and holding teams to account for the performance of their services.


• Managing and monitoring service delivery budget, licensing agreements, procurement and staffing requirements, workforce and facilities to ensure the smooth running of the business.


• Developing and maintaining relationships with stakeholders across the business.


• Reporting on current capacity management


• Reporting the operational data to management


• Responsible for regular and accurate service management reports and customer dashboards.


• Extensive travel and working unsociable hours/weekends.

Qualifications and skills:

• Extensive experience in a Service Management role within the communications sector


• Stakeholder and customer management facing experience is essential


• Excellent written and verbal English


• Able to communicate effectively up to C-Level


• ITIL Expert


• Project Management qualification - Prince ‎2 foundation Ideal


• CCNA (minimum requirement)

What you 'll need to do next?

If you have a proven track record of achievement to match the requirements for
this role and are looking for your next career move, simply apply online,
ensuring that a full up to date CV is attached with your application.
We will ensure that all our resourcing activities are fair, transparent and
consistent across the Globe. We want to ensure that the candidate experience
is of the highest professional standard.
Talia is committed to providing equality of opportunity for all employees.
Furthermore, we aim to ensure our workplaces are free from discrimination and
that not only employees but also our potential future employees are treated
fairly and with dignity and respect. We will ensure that equality of
opportunity maintains a high profile in our organisation.