Service Resilience and Improvement Lead

Posted Date over 2 years ago
Location Dubai
Discipline Finance & Banking
Job Reference 30321
Salary 0.0

Our client is now recruiting for a  Service Resilience and Improvement Lead


Contract Duration: 12 Months Contract




  • Lead should have good knowledge and experience on all stream of service management such as Incident management, Change management and problem management
  • Facilitate improving IT services for businesses through the development and implementation of service improvement plans
  • Organizing, attending, and participating in stakeholder meetings
  • Documenting and following up on important actions and decisions from meetings
  • Ensuring project deadlines are met
  • Determining project changes
  • Providing administrative support as needed
  • Undertaking project tasks as required
  • Primary point of contact for various working groups
  • Establishing and maintaining a constructive relationship between the service owners and the business based on understanding the customer and their business drivers
  • Identifying changes to the business environment and technology trends that could potentially impact the type, level or utilization of services provided
  • Establishing and articulating business requirements for new services or changes to existing services
  • Mediating in cases where there are conflicting requirements for services from different business units
  • Ensuring that the current and future service level requirements of customers are identified, understood and documented in SLAs (Service Level Agreements) and service level requirements (SLR)
  • Negotiating and agreeing levels of service to be delivered with the customer (either internal or external); formally documenting these levels of service in SLAs
  • Negotiating and agreeing OLAs (Operational Level Agreements) and, in some cases, other SLAs and agreements that underpin the SLAs with the customers of the service
  • Assisting with the production and maintenance of an accurate service portfolio, service catalogue, application portfolio and the corresponding maintenance procedures
  • Ensuring that targets agreed within underpinning contracts are aligned with SLA and SLR targets
  • Ensuring that service reports are produced for each business line and that breaches of SLA targets are highlighted, investigated and actions taken to prevent their recurrence
  • Ensuring that service performance reviews are scheduled, carried out with regularly and documented, with agreed actions progressed
  • Ensuring that improvement initiatives identified in service reviews are acted on and progress reports are provided to customers
  • Reviewing service scope, SLAs, OLAs and other agreements on a regular basis, ideally at least annually
  • Ensuring that all changes are assessed for their impact on service levels, including SLAs, OLAs and underpinning contracts, including attendance at change advisory board (CAB) meetings if appropriate
  • Identifying all customers and other key stakeholders to involve in SLR, SLA and OLA negotiations