Role Purpose:
* To plan and manage all activities of the IT Services Division to ensure day-to-day accomplishment of all IT service desk operations, and users support. Also, acquire and implement packaged IT systems and maintain uninterrupted operations of office technology support while delivering on defined service level agreements and quality standards. To design and deliver organizational change management programs aimed at facilitating and smoothing the usability of technology systems by end users.
Key Accountabilities and Activities:
Strategic Implementation and Operational Management
* Lead the development of the division's annual plans, budget and support proper implementation of the same.
* Contribute to the development of key result targets and performance indicators (KPIs) related to the operational plans of the division.
* Plan and manage the organizational change management activities related to IT services and Projects, which include user resistance sizing and management, impact analysis, etc.
* Plan and manage Content Management, Task management solutions and ensure smooth deployment and usability by end-users.
* Evaluate, select and acquire packaged IT systems, development tools and follow standard IT systems and applications development and implementation approaches and guidelines, and documents.
Business Requirements and End user support Management
* Operate an “IT Service Desk” to provide quality, timely and cost effective IT support services for IDB Group staff at headquarters, Regional Offices, Country Gateway Offices.
* Maintain Service Level Agreement (SLA) including user fees and charge back rates to reflect the value of all IT services as well as agree on certain mechanisms to prepare user system requirements.
* Coordinate with the IT Security and Risk Management Division on security requirements.
* Monitor results related to IT support requests received by the division and evaluate periodically the lessons learned for further capacity planning and programing.
Service Delivery
* Develop, implement and promote IT Systems and applications to support IDB staff daily business.
* Design / review user-friendly documentations such as user manual, user access forms etc., to facilitate and familiarize end users with IT systems.
* Provide office technology tools and applications, functional user support, incident and problem management.
* Manage and operate a Multimedia Communication Centre to deliver multimedia communication services including videoconferencing, webcasting, event recording, etc. for IDB Group.
People Management
* Generate commitment, motivation and enthusiasm to the Division goals, and guide Division members through periods of change, transition, or uncertainty.
* Provide clear direction and motivation, prioritise tasks, assign and delegate responsibility and monitor the workflow.
* Plan, manage and review individual performance and provide regular feedback, development and coaching, taking prompt action where necessary.
* Provide opportunities for the Division staff members to openly suggest, participate and contribute to the initiatives of improvement, innovation and knowledge sharing.
* Ensure that required training and documentations are provided for the support staff on received updates and fixes for both applications and infrastructure.
Knowledge Sharing & Innovation
* Develop standards, policies and procedures to ensure the smooth running, operations and utilizations of IT Systems, office technology tools and applications.
* Develop and disseminate the knowledge base and inventory of best practices in the area of IT Services Management.
* Ensure that on job user training and IT awareness sessions are conducted to support end users and assist th
Job Details
| Date Posted: | 2016-08-29 |
| Job Location: | Saudi Arabia |
| Job Role: | Administration |
| Company Industry: | Accounting/Auditing |
Preferred Candidate
| Career Level: | Management |
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