Service Management Officer (AL-FNC251007 005/01)

The Service Management Officer plays a pivotal role in ensuring the seamless delivery and continuous improvement of IT and business services within the organization. This individual acts as a bridge between service providers, business units, and customers, maintaining high service standards, addressing issues proactively, and supporting the organization’s strategic objectives through effective service management practices.

Key Responsibilities

• Service Delivery Management: Oversee the daily delivery of IT or business services to ensure compliance with agreed service levels and quality standards.
• Incident and Problem Management: Coordinate the resolution of service incidents and problems, ensuring timely communication with stakeholders and minimal disruption to business operations.
• Service Improvement: Identify opportunities for process and service improvements, implement best practices, and drive initiatives to enhance customer satisfaction.
• Vendor and Contract Management: Liaise with external service providers to monitor performance, manage contracts, and ensure service obligations are met.
• Reporting and Analysis: Prepare regular reports on service performance, trends, and key metrics. Analyse data to identify patterns and recommend corrective actions.
• Stakeholder Engagement: Act as the primary point of contact for service-related queries and issues. Facilitate communication between technical teams, business