Al Futtaim Jobs - Managed Services Operations Specialist|AFET|Dubai, UAE (AE)

Job Requisition ID: 137081 

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate. 

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day

Overview of the role

• This role is responsible to develop and continuously improve the managed services practice within Digital Transformation Division at Al-Futtaim Technologies with focus on the following key aspects:
• Continuously develop, operationalize, and improve managed services and cyber security offerings in line with customer requirements, industry trends and competitor landscape
• Alliance management of key vendors and partners to develop a robust eco-system of partners to delivery managed services to our customers
• Sustain and continuously improve ITSM, Information Security processes and risk profile of the organization.  

 

​​​​​​​What you will do

• Develop, refine, and improve on managed services and cyber security offerings by working closely with sales managers, key partners and customers contacts.
• Manage current eco-system of partners with an objective to improve our chances of winning bids.
• Scout for new partners in the UAE region with an objective to expand and deepen our service offering
• Responsible for building and running a Managed Service Operations center with all the required security governance, process & tools which can be demonstrated to existing and prospective customers.
• Own and manage the manage services application and cloud landscape from security and operations standpoint.
• Sustain and improve existing ISO certificates – ISO 27001 & ISO 20000
• Evaluate business risk and opportunity via additional compliance requirements and work with stakeholders to achieve those requirements – data privacy, business continuity, cyber security, etc.
• Contribute to division and company level business excellence initiatives related to inter company working model, cross charging, cost savings, pre-sales / bid management, etc.

 

Required Skills to be successful

• Must have worked in Managing the Managed services operation with core IT Infrastructure team working with system integrators company. Candidate should have exposure to setting up ITSM process and services.
• Provide leadership and direction to the service management function ensuring appropriate and robust service management and review frameworks are in place.
• Achieve consistent customer satisfaction ratings and respond appropriate to customer feedback on areas for improvement.
• Take responsibility for customer escalations and act as a point of escalation both in and out of hours as required.
• Drive a continual service improvement programme based on a desire to become a world class managed service provider.
• Ability to work independently, and effectively as part of a team.
• Strong written, verbal, and interpersonal communication skills

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What equips you for the role

• Bachelor’s degree in Computer Science / electronics engineering preferable with MBA.
• ITIL Certification, preferable Expert Level
• ISO 27001 / ISO 20000 Lead Auditor Certified
• Strong understanding of cyber security solutions, not limited to end point security, email security, data security, network security, identity and access management, SIEM, SOAR.
• 10 to 12 years’ proven experience in infrastructure service company following ITIL processes. Must have relative certification and experience in running managed services business managing core technology.

 

About Al-Futtaim Group Real Estate
The real estate development and operations arm of Al-Futtaim, Al-Futtaim Group Real Estate is responsible for a multi-billion-dollar portfolio across MENA. With high-quality residential, business, retail, tourism, educational and healthcare developments, the master developer caters to the diverse needs of cities and communities in the region. From origination, conception, development, sales, procurement and construction of mega-projects and the leasing, operation and management of these projects after completion, Al-Futtaim Group Real Estate (AFGRE) has been developing and managing owned landbanks, unlocking the economic potential of the region and contributing to future development for more than 40 years. 
Our focus is to enable and invest in meaningful relationships to make our properties the best places to live and work, build additional products and services and enable partnerships to create true value to our customers throughout their entire experience with us.
AFGRE is responsible for master planning of all projects in its portfolio, including two large scale mixed use destinations: Dubai Festival City and Cairo Festival City.

 

About Al-Futtaim Engineering & Technologies
Al-Futtaim Engineering & Technologies offers customers complete engineering and systems integration solutions. 
 
The Engineering arm operates in the UAE, Qatar, Saudi Arabia and Egypt providing a wide variety of products and services from air conditioning, scaffolding and access solutions, elevators and escalators, control and life safety, facilities management, building products, MEP, Energy Management, Technology Infrastructure and Digital Transformation. 
 
The Technologies division provides complete business solutions to large, medium and small customers that include, contact centre solutions, business applications, business intelligence, data management, advanced analytics amongst others. The IT infrastructure portfolio comprises IP telephony, ELV systems, networking solutions, professional audio-visual solutions and managed services. 
 
These solutions are further complemented by services that include project management, installation, testing, commissioning and after-sales maintenance contracts. 

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