Head of IT Operations

Job description / Role

Our Client is the region’s leading advisory and consulting services organization in the field of Smart Cities and Next Generation Technology Innovation. They provide expert services to the following sectors:Telecommunication Service Providers, Smart Cities, Government Institutions. As leaders in their field, they provide innovative solutions informed by knowledge and expertise.

Their highly skilled consultancy team draws upon unrivaled regional insights and practical experience to ensure success.This unique combination of regional insight and global outlook means that they are the trusted advisers to some of the most successful and reputable multi-national companies and governments in the region.

Their strengths lie in their strong customer relationships and partnerships; Their innovative approach to technology; and their incisive business skills. They deliver expert strategy and practical actions that are tailored to their clients’ needs and bring out their clients' capabilities. The result is a powerful value proposition for their clients and their clients' businesses.

Main responsibilities:
- Management, coordination, and ongoing development of operations & support teams
- Striving for operational excellence, setting and reporting on operational KPIs
- Setting and tracking service SLAs
- Development of operational service processes (service design & cataloging, order entry & activation, support & escalation processes, …)
- Contribution towards service definition, and technology & OSS/BSS frameworks, and alignment with overall technology and service strategies
- Evaluation of potential alliances & partnerships, and alignment with overall alliance & partnership strategy
- Supporting business development and pre-sales activities from an operational & customer support perspective

Reporting to: Managing Director
Subordinates: Will be responsible for hiring his/her own team
Duration: Permanent Position
Desired start date: ASAP
Working Hours: Sun-Thursday 9 am to 6 pm
Travel requirements: Should be able to travel if necessary
Gross monthly base salary: Negotiable
Commission / Bonus: Negotiable
Other Benefits: Negotiable

Requirements

- University Qualifications: Any IT related degree
- 10+ years of experience in ICT and Telecom
- Experience in service lifecycle management (strategy, design, transition, operation, and continual service improvement)
- Experience in SLA management
- Knowledge and experience in ITIL framework
- Experience in service desk platforms and 24/7 service desk operation
- Experience in management of teams of 10+ individuals; knowledge/skill/ability development, team & individual performance management

Language Fluency: Arabic speakers preferred
Current Location: Anywhere

About the Company

With its roots in Singapore and UK, RedPoint boasts a diverse portfolio of clients and experience. RPMC focuses on developing your business and providing complete and professional solutions with a host of services administered by our qualified consultants.

We strive to help business owners develop a solid foundation and business strategy so they can be successful. We will work to improve sales, productivity, organization, company culture, and employee relations.

Our mission is to be one of the leading Management Consultancy firms internationally by providing our clients with the highest quality of services in a professional and transparent manner. We ensure that the conduct of our consultants and partners is of the highest standards to serve you better.

At RPMC we value transparency, communication, and believe in taking the time to understand your business principles in order to better facilitate your vision.