Senior Manager, IT Services and Operations

Transmed continues to transform its business digital landscape to maximize value for Transmed business, customers and suppliers through the implementation, management, and support of strategic business-fit industry-leading technologies, digital capabilities, IT operations and services.

The Senior Manager, IT Services and Operations is responsible for supporting and managing the entire Transmed business users community, as well as the implementation and support of business solutions systems and tools in the production environment and across all countries and business models. He / She will provide support and assistance to ensure the availability and smooth operations of IT systems and services, and the timely and effective resolutions of issues related to applications, systems, databases, and users for optimal business IT service delivery and productivity.

Ensures IT business value add by collaborating closely with internal business users and external partners and vendors to provision and support IT business applications, systems, and tools. Responsible for the successful implementation of approved change requests into the production environment.

Provides 1^st and 2^nd level support, responds to IT-related tickets, queries, and resolves applications, systems, database, and users issues. Conduct awareness and training sessions to maximize users' understanding, adoption, and proficiency of IT applications, solutions, tools, and services. Develops and writes complex queries to retrieve and analyze data from various databases and systems. Troubleshoots and optimizes IT business related issues for resolution and responsiveness within agreed SLAs.

Ensures optimum IT service level by timely resolution or escalation to higher-level support teams when necessary. Maintains an inventory of IT assets ensuring compliance with organizational IT policies. Assists in monitoring and implementing IT security measures, such as antivirus software and access controls.

Oversees the delivery, management, and improvement of IT services to support business needs, using best practices, frameworks, and standards. Responsible for leading the assessment, development, implementation, and continuous improvement in IT Service Management processes; as well as establishing, measuring, and reporting on Key Performance Indicators related to IT services, processes, operations, and delivery.

• Lead the IT services and operations business requirements, innovation pipeline and translate into IT strategies, capabilities, and demands, collaborate with business to deliver on the strategic needs and objectives.
• Conduct life-cycle management for assets including hardware, software, licenses, and warranties.
• Design effective budget model for the IT services function and drive cost optimization.
• Enforce policies and procedures for applications and systems operation and data processing.
• In-depth understanding of IT Service Management framework principles and processes and the ability to apply technical knowledge in project or program activities.
• Owner of the Incident and Problem Management processes, ensuring high levels of performance, accurate reporting and establishing service improvement activities as required.
• Contribute directly to the strategy, development, and quality of IT Service Management, instill service orientation and awareness.
• Direct continuous improvements across the supporting teams to meet the agreed-on Service Level Agreements, Operating Level Agreements, and compliance requirements.
• Identify, analyze, manage, and monitor relationships with and between stakeholders across business and IT operations.
• Visualize and articulate problems and solutions, solve complex problems and concepts, and make disciplined decisions based on available information and compliance with company policies.
• Ensure business solutions align with the strategy, directions, and objectives of the company.
• Analyze, assess, and control business operational risks and lead task force efforts.
• Assess business staffing needs, interview, and hire new IT services and operations talents covering local, regional, and corporate business requirements.
• Supervise and evaluate team members performance and identify opportunities for development, practical training, and skills advancement.
• Stay up to date with industry trends, apply relevant emerging technologies, tools, and best practices.
• Acts as a role model by living Transmed Purpose on daily basis.

Performs other role relevant duties as required by the Transmed business needs and priorities.

Academic Education & Professional Certifications
-        Bachelor’s degree in Information Technology, Computer Science or related discipline. Master degree in Business Administration (MBA) with focus on IT or relevant domain is a plus.

-        8+ years of progressive business technology experience supporting IT environment, users, applications, and systems, delivering tangible results.

-        6+ years of people leadership experience in building, managing, and developing high performing IT teams.

-        Project Management Professional (PMP) and or ITIL (Information Technology Infrastructure Library) is a plus.

Operational & Managerial Experience
·         Strong communication skills to support and manage IT environment spread regionally across various countries and business models.

·         Strong experience in leading and managing technical support teams and IT service management processes, IT KPIs and service level agreements.

·         Proven prioritization experience with ability of balancing IT services and operational requirements and strategic business objectives.

·         Demonstrated ability to think and execute operationally, tactically, innovatively, and strategically.

·         Excellent problem-solving and critical-thinking skills to plan, support and execute business IT services and operations projects and activities.

·         Strong abilities to manage IT support and operations budgets and suggest areas of cost optimization and reduction.

·         Experience in managing relationships with IT business community users and leaders, IT vendors and suppliers ensuring performance and ethical practices aligns with Transmed requirements and values.

·         Full adherence to change management processes, and policies.

Skills & Competencies

Skills & Knowledge

• Level 3 Service Management Framework qualification and knowledge of life cycle and /or capability elements of ITIL
• Hands-on experience of leading and managing IT business and customers focused teams
• Strong knowledge of IT Service Management framework, best practices, and standards.
• Experience in FMCG industry with technical and operational capabilities is preferred.
• Experience in delivering customers facing IT services and operations in a complex, matrix and integrated IT business environment.

Behavioral Competencies

• IT Strategic Planning
• Taking Initiatives
• Analytical Thinking
• Teamwork and Communication
• Planning and Organizing
• Operations and Support
• Customers / Suppliers Focus

Communication Channels
Internal

·         Business Partners and Teams

·         Corporate Functions and Teams (IT, Supply Chain, Finance, HR)

·         Other Relevant Internal Stakeholders

External
·         Customers and Suppliers

·         Technology Partners and Vendors

·         Other Relevant External Stakeholders

Language Skills

Fluency in English - Arabic, French, Turkish and German is a plus.

Other Requirements

Driver’s License - Flexibility to Travel