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Service Project Manager
Data Edge
Abu Dhabi, UAE
Full Time
Manager
2 weeks ago
Stakeholder ManagementITILIncident ManagementChange ManagementRisk ManagementReporting
Free
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Stakeholder ManagementITILIncident Management
About the Role
Data Edge seeks a Service Project Manager to act as the primary client interface for service delivery, manage ITIL processes, and lead incident response.
Key Skills for This Role
Stakeholder ManagementITILIncident ManagementChange ManagementRisk ManagementReporting
Responsibilities
- Act as primary point of contact for clients, managing communication and feedback loops
- Establish and enforce ITIL processes for incident, problem, configuration, change, release, and SLA management
- Lead technical service team during major incidents, driving fault diagnosis and recovery
- Oversee compilation of monthly operations reports and produce annual service summary report
- Guide projects from delivery phase into active operations
Requirements
- Experience in service delivery management
- Knowledge of ITIL processes
- Strong communication and stakeholder management skills
- Ability to lead major incidents and coordinate resources
Full Job Posting
Client Relationship & Stakeholder Management
- Act as the main interface for the client, proactively communicating with stakeholders on all issues arising during service delivery.
- Actively respond to, clarify, and manage client requirements, taking full ownership of communication and feedback loops.
- Coordinate and negotiate live environment changes with the client, ensuring perfect synchronization regarding change details, scope of impact, and planned change windows.
Incident & ITIL Process Management
- Establish, enforce, and maintain management systems for Incident, Problem, Configuration, Change, Release, and SLA related processes.
- Lead the technical service team during major incidents, driving rapid fault diagnosis and recovery by effectively coordinating internal and external resources.
- Maintain continuous communication with the client during incidents, providing real time progress updates and producing comprehensive post incident reports.
Reporting, Documentation & Quality Assurance
- Oversee the compilation of monthly operations reports (summarizing activities, alert statuses, etc.) and personally produce the annual service summary report covering platform health, risks, and optimization recommendations.
- Establish standards and benchmarks for service delivery quality management, periodically evaluating performance to propose continuous optimization strategies.
- Responsible for collecting, organizing, and archiving operations documentation, ensuring operations manuals are regularly updated to reflect the live on site environment.
Project Transition & Risk Management
- Guide projects seamlessly from the delivery phase into active operations, communicating environmental parameters to the client and driving the transition process.
- Conduct proactive risk prevention and manage escalation pathways for post sales operations.
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