IT Service Manager at Etihad Airways role is pivotal in overseeing the delivery of services within Service Management & IT Operations, encompassing IT Operations, Workplace Services, Change Management, Applications Management & Support. This position is tasked with driving service improvements, ensuring service quality meets or surpasses service level requirements through constant evaluation and enhancement. Key responsibilities include managing service level agreements (SLAs), key performance indicators (KPIs), and operational level agreements (OLAs) with both customers and external service providers. The role entails a continuous review of service performance against set thresholds and executing problem management processes for resolution. Daily management of Service Request Fulfilment, Service Release, and Transition Management processes are essential duties. Additionally, the Service Delivery Manager is responsible for implementing and refining ITSM processes and tools, ensuring IT policies, procedures, and industry standards are applied within Service Management and IT Operations.

Responsibilities of IT Service Manager

• Maintains a service catalogue and liaises with stakeholders to structure SLAs.
• Documents and regularly reviews operational methods, procedures, and policies.
• Works with stakeholders to determine and negotiate service level requirements, covering both quantity (e.g., hours, throughput) and quality (e.g., availability, performance).
• Manages user expectations to optimize satisfaction and establishes qualitative service assessment with users, proposing improvements based on metrics and surveys.
• Defines future service demands for planning and budgeting; monitors service capacity to prevent interruptions.
• Regularly reviews OLAs and UPCs, negotiating SLA changes and improvements.
• Exhibits contractual awareness, identifying cost reduction opportunities and managing annual Capex and Opex budgets.
• Leads problem management for service issues, maintaining service levels.
• Monitors service performance metrics, reports to stakeholders, and initiates actions for issues.
• Supports Project Manager in Service Transition, ensuring service acceptance criteria are met.
• Builds long-term relationships with key stakeholders across the aviation group and supply chain.
• Acts as a liaison during high-priority incidents, providing updates on business impact and continuity.
• Coordinates annual maintenance windows for security patching and reviews exemptions.
• Maintains and regularly reviews a Risk and Issues register, escalating significant risks.
• Identifies a backup Service Delivery Manager for continuity during absences.
• Keeps track of open audit items and drives closure with suppliers and internal teams.
• Regularly updates the Senior Service Manager on the service scope.
• Ensures meetings have defined agendas and actions, with records distributed promptly.

Eligible Requirements

The eligibility requirement for role of IT Service Manager are as under:

• Bachelor’s degree in Computer Science, Information Systems, or equivalent is a strong advantage.
• Qualified SAFe agilist with exposure to leading and participating in Agile ceremonies.
• 7-10 years of service management and service delivery management experience.

Skill And Knowledge Desired

• Knowledge of processes and technologies related to service management and awareness of the latest trends in the service management and service delivery frameworks, tools, platforms and services.
• Strong knowledge of ITSM tools, reporting and ITIL processes with ITIL Foundation and further ITIL (equivalency) professional qualifications.
• Passion for delivering technology services that drive significant customer satisfaction is essential
• Strong written and oral communication skills including the ability to interact directly with business representatives that do not necessarily have an IT background, to explain complex technical solution and problems in a way that can be easily understood
• Extended Knowledge (Practical application) of Microsoft Applications and Technologies
• Sound understanding of Networks, Infrastructure and Application technologies and their applicability to the services provided
• Extended use of MS toolsets
• Further accreditations in ITIL or equivalency
• Cloud Data Centers Fundamental
• Application Technologies Fundamentals
• Security Fundamentals relating to IT Service Management (e.g. Patching, Vulnerabilities, Audits)

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