Senior Manager Service Control

The primary responsibilities of the **Senior Manager Service Control**: As a Process Owner, this role is responsible for: - Sponsoring, designing and change-managing the process and its metrics - Defining the process strategy - Assisting with process design - Ensuring that appropriate process documentation is available and current - Defining appropriate policies and standards to be employed throughout the process - Periodically auditing the process to ensure compliance to policy and standards - Periodically reviewing the process strategy to ensure that it is still appropriate and change as required - Communicating process information or changes as appropriate to ensure awareness - Providing process resources to support activities required throughout the service lifecycle - Ensuring process technicians have the required knowledge and the required technical and business understanding to deliver the process, and understand their role in the process - Reviewing opportunities for process enhancements and for improving the efficiency and effectiveness of the process - Addressing issues with the running of the process - Identifying improvement opportunities for inclusion in the CSI register - Working with the CSI manager and process managers to review and prioritize improvements in the CSI register - Making improvements to the process - Designing problem models and workflows - Working with other process owners to ensure there is an integrated approach to the design and implementation of problem management, incident management, event management, and request fulfillment - Designing change authority hierarchy and criteria for allocating CRs to change authorities - Designing change and release models and workflows - Working with other process owners and functions leads to ensuring that there is an integrated approach to the design and implementation of change management, service asset and configuration management, release and deployment management - Agreeing and documenting the scope for SACM, including the policy for determining which service assets should be treated as configuration items. As a Process Manager, this role is responsible for: - Ensuring all activities are carried out as required throughout the service lifecycle - Appointing people to the required roles - Managing resources assigned to the process - Working with service owners and other process managers to ensure the smooth running of services - Monitoring and reporting on process performance - Ensuring that CSI activities are coordinated throughout the service lifecycle - Reviewing analysed data - Presenting recommendations to senior management for improvement - Helping prioritize improvement opportunities - Leading, managing and delivering cross-functional and cross-divisional improvement projects - Building effective relationships with the business and IT senior managers - Setting direction and providing a framework through which improvement objectives can be delivered - Coaching, mentoring, and supporting fellow service improvement professionals. **Knowledge, Skills & Experience**: - Ideally 10+ years in technology services organisation, preferably external service provider - Ideally 5+ years as service delivery support in Data Centre, IT Services, and/or BPO organisation - ITIL Expert certificates - Strong understanding of enterprise technologies including Data Centres, Microsoft, and Cisco environments - Information Acquisition - Identifying gaps in the available information required to understand a problem or situation and devising means of remedying gaps. - Planning and Organisation - Determining a course of action by breaking it down into smaller steps and by planning and resourcing each of these, making allowance for potential problems. - The initiative, proactive, taking action, and anticipating opportunities. - Persistence - Meeting targets and fulfilling agreements even when adverse circumstances prevail - Familiar with Operations Management - Methods, techniques, and tools for planning, organising, resourcing, directing, coordinating and monitoring ongoing (nonproject) activities - Good verbal communication skills - Excellent written and presentation skills - Proven ability to influence cross-functional teams without formal authority **Education**: - University degree in computer/technology and/or business administration-related field and substantial career experience with demonstrable success. What can MEEZA offer you? - MEEZA is committed to providing thought leadership that will enable our employees to be involved in bringing global firsts to the market. - MEEZA is one of the fastest growing technology companies in the Middle East which means an exciting and rewarding work environment for our employees. - MEEZA is playing a key role in the transformation of Qatar into a knowledge-based society which means our employees can make a real impact. - MEEZA is committed to developing our team; we provide opportunities to develop your