Senior Manager, IT Service Desk (755)
Team Saudi
Date: 18 hours ago
City: Riyadh
Contract type: Full time
Job Title: Senior Manager, IT Service Desk
Department: Information Technology
JOB PURPOSE: Responsible for ensuring the smooth functioning of IT operations and managing relationships with outsourced providers. This role involves overseeing the day-to-day operations of the IT infrastructure, ensuring high availability and performance of IT services, and driving operational excellence.
Job-Specific Accountabilities
Operations and Maintenance Management
Department: Information Technology
JOB PURPOSE: Responsible for ensuring the smooth functioning of IT operations and managing relationships with outsourced providers. This role involves overseeing the day-to-day operations of the IT infrastructure, ensuring high availability and performance of IT services, and driving operational excellence.
Job-Specific Accountabilities
Operations and Maintenance Management
- Oversee and manage the operations and maintenance of the organization's IT systems and services.
- Ensure the smooth functioning of IT operations to support business activities effectively.
- Manage relationships and activities conducted by outsourced service providers, including provider selection, contract negotiation, performance monitoring, and issue resolution.
- Ensure outsourced providers meet agreed-upon service levels, adhere to contractual obligations, and deliver high-quality services aligned with the organization's requirements.
- Monitor and manage service level agreements (SLAs) with outsourced providers, including defining SLAs, tracking performance against targets, and initiating corrective actions and escalations when necessary.
- Ensure IT services such as service desk support and business-as-usual operations meet service level agreements.
- Drive continuous improvement and operational efficiency within the IT Operations by identifying areas for process optimization, implementing best practices, and leveraging automation and technology solutions to enhance service delivery and reduce costs.
- Foster a culture of continuous improvement and innovation within the IT team.
- Provide oversight on the escalation of service desk tickets/issues and ensure prompt resolution of requests.
- Develop and implement strategies to minimize downtime and ensure rapid restoration of normal operations.
- Ensure compliance with relevant standards and regulations in IT operations.
- Mitigate operational risks by conducting thorough risk assessments and proposing appropriate risk mitigation strategies.
- Maintain detailed documentation of IT operations, processes, and procedures.
- Generate regular reports on IT performance, issues, and improvements, and present them to senior management.
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