Senior Manager - IT Support

Job description / Role

REPORTS TO: Director - Technology Services
DIVISION: Operations
DEPARTMENT: IT

ROLE PURPOSE: To lead the IT operations in order to support the day to day business operations and business growth within the IT service management best practices and IT strategy. In addition to ensure the use of technology innovatively to improve services and efficiency.

KEY ACCOUNTABILITIES KEY ACTIVITIES / DECISION AREAS

Service Support
- Direct the Service Desk process to support day to day business operations
- Oversee the development and implementation an Incident management process to ensure timely response and resolution to issues
- Oversee the development and implementation a Problem management process to develop a knowledge base for known issues.
- Review and authorize changes in production environment

Service Delivery
- Build a capacity management plan in line with business growth and changes to ensure service and infrastructure is able to support.
- Guarantee infrastructure availability based on agreed system up time with the business
- Review and agree Service Level Agreement with business and external vendors
- Build and manage relationship with external IT vendors to acquire competitive cost and ensure quality service
- Interface with other business unit leaders on the performance of IT operations

Infrastructure management
- Review and authorize designs for any system or IT services
- Oversee the development of applications support process with the internal development team and external vendors
- Establish processes for infrastructure management based on industry standard frameworks

Information Security and compliance
- Develop the Information Security policy based on Company Global Information Security Policies and standards and signed off by the CET.
- Build controls and procedures in compliance with internal and external auditor recommendations.
- Contribute and support in the Information Governance Committee activities
- Review and authorize the design and implementation of security related system and solutions

IT Projects management and support
- Plan and control IT resources to support IT projects
- Approve project plans for infrastructure projects
- Ensure infrastructure projects are delivered on time and within budget

People management
- Conduct staff performance review based on HR time table schedule.
- Set and agree annual objectives with staff.
- Schedule performance review and update sessions on agreed objectives throughout the year
- Coaching and mentoring staff for development and to achieve their objectives

Innovation and Service Strategy
- Propose the use of technology innovatively to improve business users experience
- Implement approved ideas by the business on time and within budget
- Ensure that the company is ahead of competition in terms the use of technology
- Design and review IT operational Processes that is fit for purpose which is aligned to IT and business strategy.
- Contribute and support in the formulation of the IT Strategy

Requirements

- Bachelors degree in Computer Science or Computer Engineering
- Minimum 10 years experience in IT Service Support and Delivery managemen
- Certification in any of the widely accepted IT Service Management best practices ITIL, Cobit, ISO
- Technical certification from popular IT vendors Microsoft, Cisco, Oracle etc.

EXPERIENCE FIELDS
- Experience in IT support and delivery management using industry best standards and frameworks.
- Experience in Infrastructure management e.g systems, network and application
- Experience in Information security and compliance and Disaster Recovery setup
- Experience in Data Center Operations using best practices methodology
- Experience in Project management, planning and support

About the Company

Financial Horizon Services (FHS) is a subsidiary of Financial Horizon Consultants (FHC). FHS offers its expertise in Recruitment & Executive Search: - FHS is a professionally managed HR Service provider, delivering timely solutions to our clients across various sectors/industrial verticals. - FHS acts as catalysts to bridge the gap that exists between the clients' requirement and the resource's manpower. Integrity, confidentiality and thoroughness have helped us cultivate long-term relationships with our clients. - FHS always endeavor to give its best of service. - Some of FHS reputed clients are: Bupa & Almarai.