Title: Head of IT Operations/Service Delivery
Reports to: Director of Information Technology
Location: Abu Dhabi
Overseeing all technology operations and evaluating them according to established goals. Developing and establishing IT policies and systems to support the implementation of strategies. Analyzing the business requirements of all departments to determine their technology needs. Improving of all IT service management and Service Recovery processes and activities based on best practice.
Advocate for the adoption, business alignment, and improvement of all IT service management and Service Recovery processes and activities based on best practice.
Lead the development of policies, SOPs and work instructions for core IT service management processes including Service Recovery, Incident, Problem, Change and Configuration Management, while ensuring IT teams remain in compliance with internal and external audit requirements.
Accountable for building, publishing, and the utilization of the service catalog.
Provide executive reports summarizing process compliance.
Ensure training on service management processes and tools is published and reviewed by the support team.
Identify and document risks, issues in service delivery and works with team to develop mitigation strategies.
Provide tactical and strategic recommendations based on ITSM key performance measures.
Collaborate with peers to improve process adoption and alignment.
Lead continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis and metrics reporting and through regular engagement with stakeholders.
Act as liaison between business owners, heads, and users to validate process improvement opportunities.
Develop the IT support team to meet the changing needs of university, users, groups and locations, new projects, capabilities, and technologies.
Stay current with emerging trends in service management, proposing and developing plans to further the function.
Set objectives and priorities and ensures the effective allocation and use of team resources.
Develop long-range plan for the support team and is a key participant in strategic planning for the IT Operations function. Translates strategic goals and priorities into technical strategies and objectives for his/her department.
Frequently interface with Faculty, Directors and Heads and to make operational and project-related decisions, to resolve critical issues, to gather industry and competitive information and to foster a productive professional network.
Coordinate scheduled maintenance of IT hardware, software and equipment to the required standards whilst ensuring users are provided with support to resolve operational problems timely and efficiently.
Plan, co-ordinate and implement effective security measures to IT Assets and user management.
Prepare and maintain job descriptions for positions that report to him/her.
Write and conduct performance reviews, provides ongoing performance feedback
Undertake any other related duties as assigned by line manager
Implement the plans to ensure seamless operations that facilitate the achievement of the University’s strategic objectives.
Provide data in a timely manner and support in preparing reports to the management and recommend operational improvements to support in planning, decision making and continuous improvement
Financial & Organizational Management
Provide budget inputs to formulate section budget and submit for approval and further consolidation.
Coordinate the collaboration with and engagement of relevant internal and external stakeholders to ensure effective achievement of programs and objectives in line with the section’s strategic objectives.
Marketing and Communication
Ensure coordination with the Legal Affairs department to review and assess any IT Services legal related documents.
Ensure coordination with the Internal Audit to ensure compliance with audit standards and correction of any audit findings.
Ensure coordination with Marketing and Communication to organize and conduct awareness sessions internally for the University’s employees about optimal utilization of technology for the enhancement of overall business delivery.
Ensure coordination with other departments to respond to their requests and to fulfil their business requirements.
Regulatory Authority (Abu Dhabi Smart Services Authority)
IT External vendors
Ensure adherence and alignment with ADSSA Authority in all matters that relates to IT security.
Ensure provision of IT tools to support the University in delivering its services.
Ensure provision of IT capability building solutions to the University’s employees
Bachelor’s degree in Information Technology or equivalent. A master’s degree is desirable.
8- 10 years of management experience
Partnership & Collaboration
Problem Solving & Decision Making
Dedication to Quality & Excellence