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Modern Service Management Professional

À propos de l’offre d’emploi

Are you passionate about IT Service Management and the cloud? Do you love Microsoft technology, and have a passion for process and optimisation? Do you want to be part of a team that has go-to-market solutions around Cloud automation, governance and operations? If so, you might have found your dream job posting…

As a Modern Service Management (MSM) customer engineer you will be part of our MEA team of MSM professionals who sit in the Customer Experience & Success organisation. The work you do for customers is closely aligned to cloud solution architects and technical customer engineers and can range from shorter engagements – 1 to 2 week standard services – to longer, custom ones. Your main goal will be to help customers achieve business value through accelerated Cloud adoption, digital transformation and productive use of Microsoft services and technologies aligned to our Cloud strategy

This is by nature a very independent role where you work and constantly learn in a larger, geographically dispersed team. Your ability to engage and challenge our customers, seek out new initiatives, and build on other people’s work, will position you well for success in this role… and it’s a super opportunity to be creative and have fun!

Responsibilities

You will work with customers to help define and refine processes, reduce risk by analysing the underlying non-technical reasons for IT service failures, and deliver expert guidance for Service Improvements that drive tangible benefits and enhance the overall quality of service that a customer’s IT organisation provides.

You will achieve this by working with customers to further develop and enhance their (Cloud) IT Service Management strategy and capabilities, with a focus on enabling customers to understand and realize the opportunities of cloud and the impact on people and processes that migrations to the cloud (SaaS, PaaS, IaaS) can bring. We spend time understanding our clients’ unique drivers and issues and integrate our guidance into their IT support and delivery practices. The processes, strategies and approaches you implement become relevant, reusable, and robust; because they are designed with our customers’ end goals in mind.

Key Accountabilities

Success for an IT Service Management professional is measured by: overall customer satisfaction on the delivered service and how it was delivered; how you helped raise internal awareness of our ITSM services but also if you spotted or even created opportunities to help customers do more with our ITSM services. As with any Customer Engineering role, achievement of the expected utilisation target is key to success.

Qualifications

A skilled communicator, you will be comfortable connecting with people at all levels within an organisation from frontline technical staff, line management through to the CIO. This ability, plus your background of technically focused roles, will position you for success with us.

Also, You Will Be Able To Demonstrate

• hands-on IT Service Management experience across several disciplines
• Certification in ITIL® v3/4 Foundations, ITIL® v2 Service Manager or ITIL® v3/4 Expert
• familiarity with some of the following: Six Sigma methods, IT Governance frameworks such as Cobit, IT standards like BS15000 and ISO20000, SCRUM, Agile, SAFe, Lean IT
• Exposure and experience of transitioning IT services to cloud service providers (preferable)

Please note that a maximum of 25-50% travel across the Gulf region is expected.

Join us as a Customer Engineer and be one who empowers billions!

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