Information Technology Manager

Roles and responsibilities

The purpose of the Service Delivery Manager role is to ensure that end-users within Maaden have seamless access to technology and supported services, fostering a positive and efficient technology experience. The role encompasses a range of responsibilities focused on managing and optimizing the end-user computing environment. Frome End users assets management, Service delivery manager role is to oversee and optimize Ma’aden's End users assets throughout their lifecycle. This role is essential for ensuring that End users assets are effectively utilized, compliant with policies and regulations, and contribute to the overall efficiency and cost-effectiveness of the IT infrastructure. This involves strategic planning, cost management, compliance, and continuous improvement efforts.

Key Accountabilities:

• Lead and manage a team of end-user support specialists, providing guidance, coaching, and mentorship.
• Foster a collaborative and customer-focused culture within the team.
• Conduct performance evaluations and facilitate professional development opportunities
• Oversee the delivery of high-quality technical support to end-users through various channels, including phone, email, and in-person.
• Support IT vendor management to establish and enforce service level agreements (SLAs) to ensure timely issue resolution.
• Monitor key performance indicators (KPIs) to assess service efficiency and effectiveness
• Develop and implement strategic plans for end-user services in alignment with organizational goals.
• Collaborate with other IT leaders to integrate end-user services with overall IT strategies
• Drive initiatives for continuous improvement in end-user services, incorporating feedback and industry best practices.
• Proactively identify opportunities to enhance processes, technologies, and user experiences.
• Collaborate with cyber security team to ensure the implementation of robust security measures for end-user devices and services.
• Ensure compliance with relevant regulations and standards.
• Support in planning and executing projects related to end-user technology deployments, upgrades, and optimizations
• Support in developing and managing the budget for end-user services, ensuring cost-effectiveness and resource optimization

Desired candidate profile

• Bachelor’s degree in computer science, or Computer Engineering
• ISO 20000-1 for service management is preferred
• ITIL foundation is preferred

Minimum Experience:

• +9 years in IT Service Management, Infrastructure & End user services.
• Good understanding of information service management frameworks, such as ISO 20000 and ITIL

Skills:

• Excellent managerial and interpersonal skills for interacting with staff, clients, and upper management
• Ability to collaborate and partner with all members of management and staff.
• Excellent communication skills for communicating with support personnel and management
• Excellent analytical and problem-solving skills
• Excellent planning and organizational skills to balance and prioritize work
• Excellent writing skills when dealing with colleagues within the department, across Ma’aden, and any external contacts
• Expertise in people management and leadership