Director Digital Services - Corporate Technology Support Services Sector (UAEN)

Provide technology vision and leadership for developing and implementing smart services initiatives. Align and comply with RTA technology strategy and governance practices, standards, and policies. Lead RTA's planning, implementation of supporting smart services, payments, eServices, portal, and channels in line with Dubai Government direction, customers needs, and innovative trends.

KEY RESULTS ACCOUNTABILITIES

1. Smart Services Strategy: Contribute to developing RTA's technology strategy and the policies, standards, and procedures necessary to implement it with a focus on smart services.
2. Enterprise Architecture: Support the development of smart services enterprise architecture practices and standards in coordination with IT Strategy and Governance.
3. User Experience Improvement: Direct user experience improvements for smart services and channels and measure the extent to which improvements meet customers' expectations and improve adoption of smart services.
4. Service Agreements: Direct the creation of a smart services department service catalogue and follow up on service level performance indicators as per agreed SLAs. Conduct customer satisfaction surveys for RTA smart services.
5. Technology Governance: Assure adherence of the smart services department to RTA technology governance standards, policies, and procedures in coordination with IT Strategy and Governance Department.
6. Smart Services Development: Direct planning and managing the development of smart services, payments, eServices, portal, and channels across RTA.
7. Comply with the RTA applicable HSE rules, laws, and regulations.
8. Smart Services Roadmap: Direct ongoing monitoring and review of the smart services department portfolio for priorities, cost, risk, and the strategic benefits to be realized.
9. Business-IT Relationships: Coordinate with customer service and marketing and corporate communication departments to address customer needs and improve adoption of smart services.
10. Risk Management: Establish and manage information assurance plans and policies for addressing business risk arising from IT operations and projects.
11. Innovation: Manage and develop smart innovation practices and ensure the implementation of innovative services and solutions according to international standards.
12. Smart Services Suppliers: Direct and supervise the selection of smart services suppliers, service providers, tendering and procurement, and promote sound third-party management practices to nurture strategic relations and identify opportunities for asset optimization and cost savings.

KNOWLEDGE, SKILLS AND EXPERIENCE

1. Bachelor's degree in information technology, Computer Science, or Computer Engineering from a recognized university. Master's degree is preferred.
2. Minimum 12 years of working experience in Information Technology or related field.
3. Innovative problem-solver who can generate workable solutions and resolve complaints.