WHO ARE WE:
Our mission is to transform the way we live through predictive, personalized and autonomous solutions enabled by unrivalled connectivity and next-generation technologies.
We are the first subsidiary company of NEOM, which has evolved from its technology and digital sector to lead the creation of the world’s first cognitive community.
Purpose for the role:
The IT Services Manager is responsible for the day-to-day outsourced delivery contract for of all Infrastructure Platform, Connectivity & End User Compute services
The role is supporting the building, operating, scaling and improving the vendor led services, delivering operational stability and meeting the required service levels (e.g. availability, capacity, security etc), and supporting delivery of IT projects and other change initiatives to support customers, and develop sustainable infrastructure platform services.
Accountabilities:
- Leading and managing people within the IT Vendor Service Delivery Teams to deliver high quality outcomes.
- Overarching management of Vendor Engagements and Outsourced Relationships.
- Implement key deliverables in line with agreed budget, schedule and to quality.
- Effective management of all vendor service management capabilities ensuring successful management of incident, request, change, assets, and problems.
- Establish and foster key relationships with business and project stakeholders across the NEOM business sectors.
- Development of regular reporting for both operational and strategic initiatives.
Knowledge, Skills and Experience:
- Minimum of 8 years’ experience across service delivery teams based on ITIL methodologies and practices including developing and managing to SLA’s.
- Minimum of 5+ years’ experience in managing projects and leading project teams.
- Demonstrated experience in the managing service management teams in the support of critical infrastructure with a focus on customer satisfaction.
- Ability to coach, mentor and manage staff and to achieve business outcomes.
- Experience managing geographically diverse teams.
- Demonstrated experience in managing stakeholders at all levels of the organization.
- A strong focus on customer service and identifying the needs and pain points of end users.
- Strong focus on operational excellence whilst effectively managing customer experience and relationship utilizing structured ITIL methodologies.
- Understanding of different project methodologies (waterfall/agile), test management and change management methodology and ability to deliver in line with velocity of change.
- Ability to translate technical terms into business processes to deliver effective change.
Please note that this role is based in NEOM - Relocation package available for the successful candidate
For more information, please review our website: www.tonomus.neom.com
