Director of Service Delivery and Operations

ROLE SUMMARY
The Director of Service Delivery and Operations at Majid Al Futtaim Technology manages key technology services like Portfolio, Vendor and Contract, Incident, Service Delivery, Change, Financial, and Release Management. They establish a service delivery office, manage vendor relationships, and lead risk control within the Group-Technology Department.

ROLE PROFILE

• Service Delivery Management: Oversee service delivery to Technology Services, implementing processes, monitoring metrics, and ensuring high-quality standards.
• Operations Management: Manage daily operations in alignment with strategic goals, implementing policies and procedures to enhance efficiency.
• IT Practice Establishment: Establish an IT Operations and Service Delivery Management practice for Majid Al Futtaim, covering Incident, Service Request, Problem, Change, and Release management.
• Customer Satisfaction: Collaborate with business stakeholders to ensure high satisfaction levels, handle escalated issues, and develop customer experience strategies.
• Team Leadership: Lead the service delivery and operations team, providing coaching and development opportunities for skill enhancement.
• Strategic Planning: Contribute to strategic planning, making decisions about operational capacity, technology, resources, and service delivery models.
• Budget Management: Develop and manage the budget for service delivery and operations, ensuring cost control and effective resource use.
• Vendor and Contract Management: Manage relationships with technology vendors and partners, ensuring contractual obligations are met and services are of high quality.

REQUIREMENTS

• 17 or more years of experience in IT Service Delivery and operation in an technology outsourced/managed services environment. With proven experience in similar roles.
• Master’s or bachelor’s degree in business, computer science, computer engineering, electrical engineering, system analysis or a related field of study, or equivalent experience.
• Strong leadership skills with experience managing complex cross-functional projects and teams.
• Certified in Governance of Enterprise IT (CGEIT).
• Project Management Professional (PMP).
• ITIL (Information Technology Infrastructure Library) Certification.