Charterhouse are undertaking a search for an internationally recognised British company, which specialises in the tobacco industry. The organisations MENA office is located in Dubai, and covers Turkey, Morocco, the GCC and Iraq. The IT Service Manager will be part of a newly formed team, who can offer high quality technical support, combined with high quality customer experience.
About the role
This role will manage the performance of level 1 and remote level 2 services, to ensure the service levels and customers’ expectations are achieved. This managerial role, will work with third party vendors that provide application support (L1-2) for assigned applications, guaranteeing high-levels of performance. Simultaneously, The IT Service Manager will work with other Service Managers to maintain best practice across SLA’s and KPI’s for the departments. In conjunction, this role will prepare and present management dashboards of service performance at weekly operations meetings and business review meetings, considering any small changes which may potentially be made into the global service desk. You will proactively monitor customer satisfaction and put in place improvement plans in place, where needed, ensuring all complaints and queries are handled in a professional, timely manner.
Our client will look to hire a Senior IT Service Manager, whom is able to demonstrate a sustained track record (10 years minimum), within an international organisation, offering IT Service solutions, specific to Level 1 and Level 2 services. The successful candidate will also be able to demonstrate working with external vendors and effectively managing these relationships, with a keen eye for detail, offering continuous improvement and best practice.
Heavily user focused, the ideal person will be able to communicate complex IT issues to non-IT literate employees in a friendly, effective manner.
Experience of Core Microsoft Technologies is essential, specifically in a customer facing organisations. Given the companies North African coverage, fluency in French would be advantageous.