Senior Manager IT Service Operations - Emirati Talent

Core Accountabilities

• Ensure the streamlined operation of the Service Operations in alignment with EDGE business objectives 
• Lead the service desk support and end user computing delivery to end users across EDGE and its entities
• Define IT support standards including service desk availability and filed support handling / response time
• Monitor IT services to ensure quality of service, compliance with enterprise standards, and end-user satisfaction, and analysis of identified issues to feed into improvement initiatives
• Oversee the management of all incidents through the integrated service desk, including failures, questions or queries reported by the users, technical staff, or those automatically detected and reported by event monitoring tools
• Monitor the performance of the end user computing services against the average response time and ensure the delivery of high-quality service for end users across EDGE and its entities
• Analyze the operational performance (e.g. incident management, compliant management, case resolution, etc.) to assess the impact on the end-users and suggest improvements 
• Manage escalations, ensuring prompt resolution of major incidents or service disruptions.
• Ensure the identification and resolution of all hardware, network systems and programs faults / issues 
• Ensure the routine maintenance of various types of IT assets such as Computers, Printers and other Data Communication Equipment and peripherals used in the organization
• Develop KPIs (End User Satisfaction, Net Promoter Score, etc.) to reflect end user satisfaction for the services provided
• Propose continuous service improvement opportunities and preventive measures to enhance the services provided by the Service Operations sub-function
• Monitor the adherence to SLAs with internal stakeholders as well as third party providers
• Provide input towards budget preparation for the function and contribute towards the chargeback mechanism.
• Collaborate with internal stakeholders to ensure alignment of IT services with business need.
• Coordinate with other IT functions to ensure cohesive operations. 
• Perform any other duties as requested by the reporting manager

Experience

• Minimum 10 years of experience in IT managed service operations and service delivery
• Experience in UAE or Middle East is desirable 
• Strong leadership and decision-making skills.
• Strong Ability to manage diverse teams in complex IT environments. 
• Analytical mindset with a focus on problems-solving and innovation.

Education

• Bachelor's Degree in Information Technology or a related field, with relevant professional certifications in ITIL framework on service operations

Key Skills

• MS Office  
• Knowledge of key IT metrics with the ability to track for progress 
• Knowledge of IT service management best practice, methodologies and third party providers
• Knowledge in change and incident management
• Proficiency in English language is a must, Arabic is a plus