Job closed
Ref: HP852-47
Job description / Role
Objectives:
Manage all ICT support in the area of hardware and software by providing guidance to service desk team, as well as maintaining ICT procurement and asset register.
Responsible for co-coordinating the delivery of services into key enterprise customers. The SDM plays a vital role in creating long-term healthy service provider - customer relationships, acting as the bridge between the client and operational delivery teams. The key responsibility of the SDM is governance across all areas of services including service management, incident and change management, continual service improvement and customer satisfaction as well as playing a key role in ensuring the highest level of operational service delivery
Main responsibilities:
• Manage and lead the service desk team in providing ICT support for BAC staff in overcoming technical issues.
• Manage and lead the service desk team in providing ICT First and Second Line support for Airport Operation Systems and BIA Stake Holders in overcoming technical issues.
• Manage and process service requests and equipment purchasing as per ICT Policies and procedures.
• Manage and Coordinate with vendors, suppliers, and other affiliates to ensure timely arrangement of supplies in order to prevent any delays in services.
• Manage Service Desk team and resources for optimal performance in support of BAC’s management strategic objectives.
• Establish and enforce Service Desk service levels agreements in consultation with end users to establish problem resolution expectations and timeframes.
• Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of services and to prevent future problems.
• Identify serious technical issues arising from any ICT event, ensuring that appropriate action is taken, including referral, escalation, and involvement of third party support partners.
• Mitigating and solving escalations with urgency and determination
• Manage and maintain inventory of the hardware, software, and ICT asset.
• Manage and ensure that all ICT procurement is undertaken in accordance with BAC’s procurement policies and procedures liaising with the Finance department as appropriate.
• Conduct quality control checks and edit work if necessary by identifying and highlighting best practice for ICT Support.
• Interact with ICT vendors, external suppliers, and other contractual partners to ensure procurement and supplies are arranged in time.
• Compile reports on SLA targets, numbers and types of request, communicating findings to the ICT Management and respond to any further requests for data that are required for analysis and decision making.
Requirements
University Qualifications:
Bachelor’s degree in IT or Computer Science.
Nature and length of previous experience:
8 years’ experience in the ICT field of which 4 years in a managerial position.
Specialist knowledge:
• Excellent knowledge of different types of computer hardware and software.
• Deep-seated experience with desktop and server operating systems.
• Proven track record of developing and providing Service Level Agreements and Service Desk.
• Good Knowledge and experience in ITIL and COBIT5
.
Nationality Preference: Bahraini
Language Fluency: English and Arabic
About the Company
Wholly owned by Bahrain Mumtalakat Holding Company, Bahrain Airport Company (BAC) was established in 2008, to manage and operate the Bahrain International Airport and acquired this responsibility in March 2010
BACs core objectives are to elevate the role of Bahrain International Airport (BIA) as a contributor to the economy and further enhance the airport's status, infrastructure and facilities for the benefit of all stakeholders and users of the airport. BAC also optimizes the Airports revenue streams by diversifying the business through both aeronautical and non-aeronautical activities.
BAC operates as a commercial entity with transparency and commitment to build on the airport's status as a major international airport in the region through world-class infrastructure, facilities and services.