Services Operations Manager

Job description / Role

Position Summary
This position is accountable for the development, implementation and management of all processes and resources relating to Service Operations to perform as a class leading service discipline.
Reporting into the In-Country Service Manager, this role has accountability for ensuring that the Global Services Portfolio is achieving the delivery of agreed levels of services both to end-users and customers.

Responsibilities
• Ensure the coherent and effective management of the processes, systems and people required to operate company services needs now and in the future.
• Responsible for the Governance and performance all operational processes for each Service Contract in the Services portfolio. These include, but will not be limited to; Service Desk, Incident Management, Monitoring and Alerting, Service Management Tooling, and Problem Management.
• Responsible for each Service contract adhering to the organisation’s service processes in line with contractual deliverables and will be responsible for synergy across the service disciplines across Services.
• Recruitment, leading, motivating, development and performance of direct reports, building a high calibre team with the skills and capabilities needed to deliver the required results
• Overall financial management, control and governance of the IT assets and resources used in the provision of technology services and will lead the development of continual improvement plans to ensure that technology services adequately support both current and future business needs
• Development and implementation of Key Performance Indicators within the service discipline in order to effectively measure and manage the performance against contractual deliverables

Requirements

Education / Certification Requirements:
• Degree qualified to Bachelor Level.

Skills and Experience
• Demonstrable Experience of managing a portfolio of major services contracts
• Previously worked in as a Head of Service Management or Head of Service Operations
• Demonstrable experience of managing an IT Service discipline
• Enterprise wide IT service management experience
• Demonstrable experience with customer and vendor contract negotiations
• Demonstrable experience of leading a geographically dispersed team
• High level of English skills
• Experience in the oil and gas industry would be an advantage
• Experience in the homeland security/defense market
• Driving license

About the Company

Our client is one of the fastest-growing public safety and security solutions organizations in the world, our client has operations across the globe, operating in the Middle East, Europe, Asia, Russia, and more. Led by a unique vision, the organization offers innovative solutions in the areas of critical assets, safe city, urban management, border protection, intelligent transportation, law enforcement, and natural disaster preparedness, helping safeguard people, assets and infrastructure.

Our main projects in the UAE include the implementation of an advanced integrated security solution for critical assets, safe city, border protection and others, that consist of critical sites in the sea and on land. The end to end turnkey system incorporates state-of-the-art technology for detection, identification and interception for enhanced protection of critical assets, safe city, border, and others.