Technical Delivery Manager (TDM)

We support the Kingdom’s largest and most complex organizations across all industries in delivering Enterprise Transformation with clear mission to support our customers to grow better not just bigger focusing on efficiency and not just effectiveness.

We are currently searching for an enthusiastic Technical Delivery Manager (TDM) to lead our technical resources and customer engagements, supporting, and implementing Alnafitha’s services portfolio*.

The TDM is accountable for leading a team of individual contributors who serve as deep technical Consultants for our Customers and drives successful consulting delivery execution through team preparedness, precision delivery, overall utilization and high customer/partner satisfaction in a cost-efficient manner.

*Primary Focused Domain(s): Alnafitha help organizations to grow better through a wide range of solutions in apps and infrastructure, modern workplace, cyber security, IT service management.

Responsibilities:

• Define a vision, roadmap, and long-term direction for service delivery and customer engagement operations that align with business vision and goals.
• Lead all aspects of people and performance management for your team in alignment with the annual plans.
• Managers deliver success through empowerment and accountability by modeling, coaching, and caring.
  - Model - Live our culture; Embody our values; Practice our leadership principles.
  - Coach - Define team objectives and outcomes; Enable success across boundaries; Help the team adapt and learn.
  - Care - Attract and retain great people; Know each individual’s capabilities and aspirations; Invest in the growth of others.
• Work closely with Recruiting to develop pipeline and process for hiring strong candidates and interview where necessary.
• Implement personnel on-boarding, training, and service improvement activities, ensuring systems, methodologies, and procedures are in place and followed by each service team.
• Hold the team and individuals accountable for results and recognize appropriately.
• Drive internal and client meetings covering delivery performance, service improvements, quality, and processes.
• Leads the collaborative, dynamic planning process – prioritizing the work that needs to be done against the capacity and capability of the team
• Be accountable for the quality of service and performance; ensure future demand from growth and projects are understood and factored into capacity plans for all associated teams.
• Work closely with Business Development and customer success teams to support growth, including help with services content for Statements of Work, and development/transition to stronger managed services capabilities.
• Works with business development and stakeholders to define the roadmap for any given product and translate this into user stories or RFPs depending on the build decision.
• Takes ownership for the resolution of highly complex issues and risks that have been escalated.
• Lead or support special project initiatives and customer/business programs that align to Domain priorities.
• Land strategic change initiatives or programs with your team.
• Build local and global partnerships for expanding technical capabilities and maintain high level of operational excellence and zero shortage.
• Other related duties as required.

Requirements

Qualifications

To excel in this position, you will need to:

Certification Requirements:

• Bachelor’s degree in Computer Science or equivalent.
• ITIL Expert (Must)
• ISO/IEC 20000 Lead Auditor (preferred)
• PMP Certified (Preferred)

Technical Skills:

• 10+ years’ related experience in service provider. and/or training; or equivalent combination of education and experience.
• A track record of successfully delivering a range of complex, high profile IT projects.
• Able to identify projects at risk and take appropriate action to recover, often working across divisional boundaries.
• Passionate about the IT industry and how new technology can improve business outcomes.
• Strong technical knowledge in Enterprise IT including but not limited to Microsoft Technologies (Active Director, Azure, Microsoft Exchange, Skype for Business, Teams, SCCM, SCOM, VMM, MOM, OMS, Intune, Microsoft SharePoint) AWS, multi-vendor cyber security solutions, IT service management.
• Strong business acumen and the ability to provide operational, technical and financial oversight.
• Strong analytical, organizational, communication and presentation skills.
• Proven leadership skills with the ability to motivate, lead, develop, direct and position people to work effectively in a team environment.

Personal Skills:

• High sense of responsibility and ownership, acting like owner in what you do.
• Exceptional communication and presentation skills
• Proven people management and leadership skills
• Love being the first line of support and troubleshooting issues
• Strong analytical skills to investigate and resolve customer support tickets
• Able to multi-task efficiently under time pressure
• Able to work with cutting edge technology and assimilate information rapidly
• Previous experience in managing customer focused teams
• Proven experience in managing a service and support focused team culture
• Ability to maintain composure during stressful situation
• Fluent in Arabic and English.

Working Conditions:

• Business travels could be required up to 60% [covered by the company].