1. Leads the service hub team to carry out customer support operations properly and promptly, monitors and evaluates the overall performance to ensure problems are timely responded to and accurately resolved.
2. Ensures all problems and gaps handled by the service hub are rightly identified and appropriate technical/non-technical solutions are applied.
3. Establishes/maintains excellent relationships with clients, stakeholders, business users, suppliers, vendors and other teams to ensure improvements in the products and services provided to the company, clients and to resolve any problems
4. Develops and implements customer service delivery standards to better serve company’s vision, mission and business requirements and to ensure customer satisfaction and loyalty. 
5. Partners with line managers to drive related activities results, bringing on board the highest level of creativity in service.
6. Creates support knowledge base by managing the development and communication of IT support manuals, technical notes and articles to clients in line with the company.
7. Contributes to improving customer support by actively responding to queries and managing complaints directly or through the service hub team; provides clients’ feedback to the different teams.
8. Contributes to the development and implementation of processes and service level agreements of incident management and service requests management.
9. Ensures a complete and accurate database of IT assets within the company is established and maintained, and all security, integrity, and business continuity controls and documents are being applied within the respective area.
10. Provides necessary support and guidance in evaluating, testing, and implementing new technology such as systems and platforms. Participates in different projects as required.
11. Ensures proper recording and closure of all claims; develops daily, weekly and monthly reports on help hub team’s productivity.
12. Identifies and manages the service hub budget estimates/expenditure in line with the company's guiding principles. Provides required support on budget issues to the Head of Operations as needed.
13. Partners with HR to set objectives and identify KPIs for the respective team members; ensures his/her subordinates are fully aware and knowledgeable of their targets. Provides on-going support and supervision to the team members to assist them achieve their goals and bridge any gaps identified.
14. Conducts regular reviews and assessment for the function related work flow and operating procedures to enhance the process and maximize productivity.
15. Performs any other additional duties as directed by the head of the department/management.
16. Demonstrates continual improvement in Service Hub performance leveraging people, process and technologies.
17. Aligns the Service Hub to ITIL best practices leading to eventual accreditation in 18 months
18. Thoroughly and accurately documenting customer issues and trouble-shooting methods ticket system
19. Proactively and Professionally Process all Customer requests received through the Service Hub to completion.
20. Demonstrate outstanding communication, continuous learning, customer service, planning & Organisation, Teamwork, Use of Technology.

Work Experience:

1. 8-10 years in IT environment, with 4-6 years of which managing the service hub, 24x7 critical operations preferably in aviation.
2. ITIL advance is a must
3. Aviation Domain experience is a must.
4. Arabic speaking is an added advantage
5. Experienced in help desk and remote-control software is a must.
6. Solid technical background with an ability to give instructions to a non-technical audience.
7. Customer-service oriented with an ability to motivate one's own team to achieve specific goals.
8. Proven record in implementing and monitoring infrastructure projects.
9. Proven skills in carrying out bug fixes and applying patches.
10. Experienced in managing operations and technology platforms – both internally and externally hosted.
11. Proven skills in analysing data, identifying pitfalls and recommending solutions.
12. Possesses effective persuasive, negotiation, problem solving and decision-making skills.
13. Employs technical expertise and interpersonal skills to execute new initiatives and achieve the company's objectives.
14. Demonstrates the ability to contribute and successfully deliver against business strategy and set KPIs

1. All SLAs agreed internally and externally with customers must be met which includes incident management, service request management. The SLA concerns the response time and resolution time depending on the severity of the incident/ request.
2. All incidents must have a clear root cause analysis document with clear actions and defined timelines
3. Number of carried forward incidents on a weekly basis should not exceed the SLA agreed with customers
4. All engineers must deliver and attend service hub cases with quality
5. All service hub issues must be addressed 24x7 or as indicated in the SLA document.
6. Weekly, monthly, quarterly and yearly reports must be communicated to Head of operations indicating the performance of service hub, engineers and systems availability and performance

To know more about the role and apply, kindly send us your updated resume to [email protected]