IT/AV Projects Officer

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JOB DESCRIPTION / ROLE

Employment: Full Time

IT Projects Officer - Success Profile

Reporting to: IT Manager

Division / Function: Integrated Facilities Services (IFS)

Base location: Zayed University, Abu Dhabi

Key purpose

- To ensure the continued strategic development of the IT Department and providing effective projects driven technical, analytical and administrative support for designated project programs, scheduling, performance & IT/AV operations. Development and completion of the allocated service deliverables of IT/AV services for the Zayed University contract, pertaining to reactive and planned preventative maintenance and scheduling.
- To supervise and strengthen the implementation of internal processes and management systems including the development and implementation of best practice project planning processes and procedures, across aspects of service deliverables in a high quality effective and efficient manner.

Structure and reporting relationship

- Reporting to IT Manager

Based on the specific requirement of the role

Key accountabilities

- Participate in project work including refurbishment of existing building equipment/systems and/or new installations.
- Support the Manager to develop, manage and report integrated programme schedules, including planning related project reports and metrics.
- Provide planning expertise in support of the development of projects delivery and work instructions.
- Support facilitating projects from inception to completion with the purpose to develop and deliver project schedules and associated data.
- Key point for the development and implementation of planning improvements to increase contracts project delivery capability.
- Accountable for managing the accuracy of data within project plans and associated documentation.
- Support the development and production of planning related project reports & metrics.
- Support the provision of project resource management, including development & management of scheduled project plans encompassing the entire project lifecycle
- Provide planning expertise in support of the development of Programme Delivery procedures and work instructions.
- Develop and supervise project work breakdown structures and associated work packages.
- Capture estimates and all project dependencies & constraints for integration into the project schedules.
- Present and develop project planning status reports and recommendations at project reviews and progress meetings.
- Liaise with all project stakeholders to determine project status and update plans in accordance with Serco processes.
- Liaise with staff across all functions/groups within the organisation who are assigned as work package and/or resource managers for the delivery of assigned projects.
- Continuous review of operations and provide recommendations to improve service delivery.
- Provide monthly activity report to IT manager, as directed.
- Carry out and oversee the planned and reactive maintenance on all IT/AV services and associated equipment throughout.
- Conduct regular tests on the equipment to determine operating reliability and efficiently as part of planned preventative maintenance.
- Develop and manage PPM scheduling and ensure accurate reporting and records are maintained on the Concept system.
- Monitor, troubleshoot and provide first line support for all IT/AV equipment including; PC's/Servers, printers, projectors, screens, media players, sound & AV systems etc.
- Configure and develop enterprise management systems with implementation of Change Management/Configuration Management processes and enhance reporting capabilities.
- Interface with the Helpdesk for maintenance disciplines, for reporting and fault management purposes and ensure KPI's are met with close-out of all completed reactive works
- Manage the specialist subcontractors/service providers and follow escalation processes to ensure timely response and rectification with review of maintenance reports.
- Review work orders or Service providers work upon completion with recommendations of approval for payment.
- Supervise the department procurement cycle, including vendor creation and vendor payment processing, in coordination with the Administrative functions;
- Maintain accurate and up to date records of the IT/AV inventory and database and ensure all processes are followed to approved standards.
- Assist in monitoring daily operations and activity, and update records as required.
- Supervise the day-to-day and report on implementation of UAE and SERCO HS&E standards and protocols.

REQUIREMENTS

Essential technical and professional skills, knowledge and qualifications

Knowledge

- Must hold relevant and recognized qualifications or experience in the discipline, or equivalent.
- Proficient and able to provide first line support for all latest IT/AV systems.
- Technically competent with a clear understanding of the IT equipment and associated services.
- Good verbal and written English language;
- Customer and service focused

Professionals Skills

- Able to foster good relations with other departments and stakeholders at all levels and be a team player.
- Flexibility, excellent attention to detail and ability to identify key issues.
- Able to work under stringent deadlines and high pressure environment.
- Ability to prepare data analysis, reporting, cost estimation, maintenance and testing procedures, equipment specifications, method statements, risk assessments is preferable;
- Possess good communication skills and the ability to manage multiple tasks efficiently and work productively in a fast-paced, team-oriented environment;
- Strong organizational skills, detail oriented, and the ability to handle multiple priorities;
- Possess strong PC skills including proficiency with MS Outlook, Word, Excel and Power Point applications and ability to learn new software based applications
- Good Interpersonal Skills / Client Facing with ability to liaise in a professional manner with staff/customers at all levels.
- Ability to handle confidential information in strict confidence.
- Ability to work with high integrity and minimum supervision.
- A lively, energetic and strong personality a practical "can-do" attitude.
- Expert skills in the use of project planning tools, e.g. Microsoft Project
- Must be a highly effective communicator across all levels of the organisation.
- Ability to develop and deliver standardized project reports and metrics, with sound analytical skills
- Well-developed negotiation skills with strong communication and interpersonal skills, across all levels of the organisation.

Experience

- Experience in organizing IT projects to develop and deliver project plans using best planning practice
- Experience of working in a Programme Management Office - PMI, Prince2 or equivalent environment.
- Minimum 2 years' experience providing IT/AV support in a building services and/or FM environment.
- Minimum 2 years' experience in development and implementation of best practice standards and processes.
- Should have at least 1 year experience in developing and customizing enterprise management systems.
- At least 1 year experience in TCP/IP, Internet-working, DHCP, WINS, IIS, and DNS servers.
- Experience of the following systems, as a minimum: Window Server 2003/2008, Windows OS XP/7.

Quality, Health, Safety & Environment Responsibilities

- To comply with the organisation's QHSE policies and procedures at all times.
- To work safely at all times and to report all hazards and incidents to Departmental Managers.
- To actively participate in all QHSE training, programs, audits and inspections when required and, as necessary.
- To exercise a personal duty of care for their own health, safety and welfare and to that of others.
- To lead by example and ensure to protect the environment by conservation of electricity, water and other natural resources, and minimizing generation of waste.
- Participate in company QHSE training/toolbox talks, programmes, audits and inspections.

Information Security Responsibilities

- To comply with and help enforce the organisation and contract IT Security Policies and standards.
- To assist in the protection of electronic information assets from all threats whether internal, external, accidental or deliberate - including for Serco and its contract client/customers.
- Promote a good Information Security culture among peers, subcontractors and third parties.
- Develop and apply all Security Policies and procedures and its application and training is fostered to team and contract.
- Ensure the SMS standards are applied and adopted, where applicable.

Additional / special features of the role

- Ensure compliance with the Serco Management System and all relevant business processes, procedures and work instructions to deliver all work with appropriate quality and governance standards
- Ensure security and integrity of all data provided including reporting performance, finance and customer information; reference Serco non-disclosure policy
- To exercise personal duty of care for their own health, safety and welfare and for those affected by their acts or omissions; reference SMS GSOP-HSE1-6 Serco organisational HSE responsibilities
- Ensure compliance with all training requirements of Serco and ensure adherence to these requirements at all times whilst in employment
- Report any accidents, incidents, breaches or potential breaches to appropriate management or the speak up process

Serco is committed to Equal Employment Opportunities and is committed to ensuring the safety of all of its employees through its Zero Harm initiative.

ABOUT THE COMPANY

Serco is a FTSE 250 international service company which combines commercial know-how with a deep public service ethos.

Serco customers are looking for expertise in managing their people, processes, technology and assets more effectively. We advise economic decision makers, design innovative solutions, integrate systems and - most of all - deliver quality services directly to the public.

Serco supplies to governments, government enterprise, agencies and companies who seek a trusted outsourcing partner with a solid track-record of service excellence. Serco people offer operational, logistical and technical expertise in the Transport, Justice and Immigration, Defence, Education and Healthcare industries as well as in the commercial sectors of Facilities Management.

Serco Middle East have been in the Region since 1947, starting out delivering Air Traffic Control Services in Bahrain; a service we are proudly still running today and have expanded to include many other Airports in the region.

We have expanded significantly since that time across the UAE, Saudi Arabia and Qatar. We have been supporting the RTA to operate the Dubai Metro since 2009, are preparing to launch the flagship Saudi Arabia Passenger Rail service from Riyadh to Qassim in 2016. We deliver Facility Management services to both Cleveland Clinic and Healthpoint Hospitals in Abu Dhabi, large-scale medical facilities in Saudi Arabia and a range of educational and commercial properties in the UAE. We also deliver postgraduate education to Officers in the Qatar Armed Forces through the Joaan Bin Jassim Joint Command and Staff College in Doha.

Focusing on our core values, and creating a positive environment for employees to thrive, we look forward to a bright future as we continue to grow with the region.

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