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Information Technology Manager

2 weeks ago

Abu Dhabi, Abu Dhabi, United Arab Emirates Masarra Full time

The Digital & Technology Manager role is to oversee and manage the delivery of IT services within our organization. The successful candidate will be responsible for ensuring the effective delivery of IT services to meet the needs of our internal stakeholders and external clients. This role involves coordinating with various teams to maintain high service levels, implementing service improvement initiatives, and ensuring adherence to service level agreements (SLAs) and operational processes.

Job scope:

  • Lead and manage a team of technical professionals, including hiring, training, performance management, and KPI setup and monitoring
  • Guide and advise the team to provide first and second levels of support within the agreed SLA
  • Set clear performance objectives and conduct regular performance evaluations
  • Oversee the delivery of IT services to internal stakeholders and external clients.
  • Monitor service performance against SLAs and KPIs, and take corrective actions as needed.
  • Continuously improve service delivery processes and procedures to enhance efficiency and effectiveness.
  • Coordinate with other IT teams to ensure seamless service delivery and resolution of issues.
  • Oversee the delivery of IT services to internal stakeholders and external clients.
  • Monitor service performance against SLAs and KPIs, and take corrective actions as needed.
  • Continuously improve service delivery processes and procedures to enhance efficiency and effectiveness.
  • Coordinate with other IT teams to ensure seamless service delivery and resolution of issues.
  • Monitor and analyze security alerts, incidents, and events to identify potential issues and security threats
  • Handle employee satisfaction surveys, analyze reports, and share recommendations accordingly
  • Ensure the availability and constant update of the Systems and the underlying services inventory
  • Collect and review system-related reports for capacity and planning purposes
  • Ensure that all IT incidents and service requests are handled according to agreed procedures, and ensure that documentation of the supported components is available and in an appropriate form for the IT specialist team.
  • Ensure that appropriate action is taken to anticipate, investigate, and resolve problems in systems and services, ensuring that such problems are fully documented within the relevant system(s).
  • Coordinate the implementation of agreed remedies and preventative measures and analyze patterns and trends.
  • Provide Feedback to IT management about the system-related issues faced by the business users to improve the performance.
  • Evaluate new technologies and share recommendations accordingly
  • Prepare and present regular reports to executive leadership, highlighting key metrics, incidents, and trends.
  • Provide recommendations for continuous improvement based on regular assessments.
  • Manage the suppliers' SLAs and ensure that they are in line with SLA targets.
  • Identify opportunities for service improvements based on feedback, performance data, and industry best practices.
  • Develop and implement service improvement plans to address identified areas for enhancement.
  • Measure and report on the outcomes of service improvement initiatives to demonstrate value to stakeholders.
  • Monitor and ensure adherence to SLAs for service delivery and support requests.
  • Track incidents and oversee timely resolution to minimize operational disruptions.
  • Implement effective escalation processes for high-priority incidents and ensure service continuity.
  • Review supports metrics to identify improvement areas and drive process optimization.
  • Manage change control processes and ensure alignment with operational standards.

The Ideal candidate should have:

Essential:

  • Bachelor's degree in computer science, Information Technology, or related field.
  • Minimum 7 years of experience within an operational or technology unit in the service, tourism, or hospitality industry.
  • Demonstrated experience managing application teams and technology vendors.
  • First-hand knowledge of tour operations, documentation, and reporting procedures.
  • Strong understanding of tourism and reservation systems.
  • Proven experience in application management, product setup, and system integrations.
  • Excellent organizational and problem-solving skills.
  • Strong communication skills with the ability to collaborate across technical and non-technical teams.
  • Proficiency in English (written and spoken).
  • Demonstrated leadership and team management experience.

Desirable:

  • Advanced certification or training in project management, system administration, or tourism technology systems
  • Ability to manage multiple priorities in a fast-paced environment.
  • Experience in API-based integrations and automation.
  • Multilingual capabilities are an advantage.