Head of operation IT

ROLE PROFILE
Job Title:
Head of HITEK Operations
Reports to:
Managing Director
Company:
HITEK
Review date:
Department:
Professional Services
Job Grade:
Approved by:
(Manager's Name) Javeria Aijaz
Signature
and date:
Job Holder:
Vacant
Signature
And Date
Job Purpose
To manage and operate an effective professional services department to deliver project management services for all contracts under HITEK. With strong knowledge of digitalisation to understand customer needs and offer them solutions. AI initiative across the business for Farnek and HITEK solutions. Designing policies, overseeing customer service, and implementing technology solutions. Be a responsible leader with an analytical and strategic mind set and have a thorough knowledge of the business being committed to productivity and compliance.
Accountabilities

• Client Communication Proactively manage and lead client communication, including Project Schedules, Milestones, and reporting to HITEK senior management and establish strong client relationships to ensure satisfaction and repeat business.
• Project Management Develop, supervise and support multiple Project Plans, Schedules and Documentation. This includes Scope & Requirement Study, Process Analysis, System Study, Gap Analysis, Vendor Analysis, Hardware Requirements, System Implementations, Testing, Training, Signoffs and Completion Reports.
• Commercial Management Lead, track and present Project Profitability including internal and external resources and materials.
• Revenue and Profitability Management - Ensure the department achieves its revenue targets by effectively managing projects and resources
• Maintain profitability by controlling project costs and ensuring financial performance aligns with business goals.
• Monitor and report project profitability to senior management, with regular analysis of internal and external resource allocation.
• Resource Management - Manage Project Management, R&D and Support team for hirings, schedules.
• Attend and assist in day-to-day support of customer, and system related concerns and queries
• Ensure weekly and monthly Reports to Client & HITEK Senior Management
• Customer payments A/R, A/P, invoicing customers, and suppliers.
• Support the development and implementation of AI initiatives to enhance HITEK's solutions and customer offerings.

Education/Qualification, Skills, Competencies and Experience
Identify the recruitment specifications needed to perform this job at a fully-acceptable level

• Education/Qualification
• Bachelor's degree in computer science or business management.
• Master's degree in computer science or business management.
• Certification in Project Management (PMP, PRINCE2, or equivalent).

Required
Experience (experience required for the job)

• Minimum 10 years in a similar field (Project Management, Software services, and solution) preferably with strong IT/Field CAFM background.
• Understanding of technical customer / centric solutions.
• Proficiency in MS Excel, Word, Outlook, and PowerPoint.
• Preferably familiar with CRM
• English is a must, Arabic preferably
• Skills (general job knowledge & skills)
• In-depth understanding of relevant laws and regulations.
• Strong problem-solving, negotiation, and analytical skills.
• Excellent communication and presentation abilities.
• Customer-focused approach with attention to detail.
• Ability to work independently under pressure and deliver results.

c. KPIs:

• meet or exceed departmental revenue targets as defined by the business.
• Ensure all projects maintain profitability with a minimum margin of X% (specific to company policy).
• Achieve customer satisfaction ratings of X% through effective project delivery and support.
• Deliver projects on schedule and within the defined scope while minimizing cost overruns.

d. Competencies (general behavioural attributes) and Levels (on a scale of 1 5, with 5 being the highest)
Core

• Achievement Drive 4
• Communication 4
• Organisational Commitment 4
• Quality Orientation and Accuracy 4
• Team Working 4

Job Specific

• Analytical Thinking 4
• Professional knowledge 4
• Decision Making 4
• Building Relationships 4

Relationships
Internal
Division Managers

Division admins

External