IT Service Delivery Analyst

What are your contributions to the team?

Job Location: Al Bateen Executive Airport, Abu Dhabi – UAE

This position is based in Abu Dhabi. The selected candidate must relocate and establish residence in Abu Dhabi. Please apply only if you are willing to reside in Abu Dhabi.

Please note: This position is open to locally based candidates within the UAE; relocation support is not available. UAE Nationals are strongly encouraged to apply.

In your role, you will:

• Interface with local business units/functions daily on site in Abu Dhabi and support the sister site in Dubai.  Act as escalation point for all BIS (IT) Services, driving operational performance and stable operations.
• Support BIS (IT) Functions and Services for UAE and APAC.
• Ensure regional service delivery based on global BIS standards, identify issues and gaps, drive their resolution (KPI: service quality at site level, and monitor real time issues in the ITSM tool).
• Have a solid understanding of the services that BIS supports and that of our supplier as per the contract.
• Develop and maintain a positive working relationship with our Suppliers, the Business and BIS (IT) Teams.
• Support IT Service Management processes to effectively maintain technology operations and delivery, and ultimate business outcomes.
• Have working knowledge of ServiceNow and reporting capabilities to track incidents, requests and defined KPIs and SLAs.

How to thrive in this role?

• You hold a university degree or college diploma in a relevant field- Technology/Computer Science/Project management or relevant experience.
• You have 5 to 10 years of IT Service Management experience.
• You have well-developed organizational and time management skills, including the ability to manage multiple tasks simultaneously with attention to details, and work independently within the IT Policies and Standards defined.
• You have 5 to 10 years of relevant working experience in IT Technical Support or Customer facing functions.
• You have IT generalist skills.
• You have strong interpersonal and communication skills with the ability to work effectively with a wide range of individuals in a diverse community.
• You have excellent customer service with a focus on problem solving and getting results. Always helping the customer.
• You have the ability to manage relationships and deliverables within a global team.