IT Service Manager (Autoline)

Job Purpose

IT Service Manager Automotive; manages day to day relationship with entity, oversees the projects, demands, and IT services related to his/her assigned entity. IT Service Manager ensures that IT services are up and well-maintained at all times within the assigned entity.

IT Service Manager Automotive; engages actively in shaping tech roadmaps and how IT can be leveraged to increase business performance. Ensures that adoption of IT systems is maximized. Act as focal point of escalation for major issues or requests.

Key Accountabilities

• Acts as a single point of contact for all IT requirements at entity.
• Participates in forming the strategic vision of IT services & related budgets for the entity.
• Participates in the decision making process related to IT initiatives with other line managers at entity and develops the roadmap of digital transformation and continuous IT improvements at entity.
• Identifies IT training requirements at entity.
• Monitors the compliance with service level agreements (SLAs) with GIT and external vendors.
• Reviews timesheets of vendors and confirms the hours spent on different activities.
• Acts as an Application administrator for selected core applications.
• Performs Root Cause Analysis on repeated support tickets and recommend resolutions.
• Develops and inculcates the culture of IT Business Relationship framework in automotive entities.
• Ensures customers priorities for new or changed products and services, in alignment with desired business outcomes, are effectively established and articulated.
• Ensures conflicting stakeholder requirements are mediated appropriately.
• Handles stakeholders complaints and escalations well through a sympathetic (yet formal) process.
• Tracks customer and technology trends that could impact customer perception and service provision.
• Keeps a strong relationship with principle vendors of automotive and implement the technology best practices which they developed over the years
• Fosters relationship with vendors of automotive core solution, engagement applications such as portals, mobile apps to ensure the relevance of its purpose for the future.
• Identifies, manages, assesses, responds and controls risks and Issues.
• Oversees the operations and health of the IT services for the assigned entity.
• Ensures efficient flow of change requests.
• Enforces central IT policies, processes and standards within the entity.
• Develops and review the architecture documents for all IT services and applications landscape within the entity.
• Acts as a product manager for the main core solution and ensures its adoption, operation, documentation, roadmap, and security to be of the highest standards.
• Evaluates the utilization vs. perceived benefits of projects.
• Captures the lessons learned and develop continual improvement plans.
• Handles matrix reporting to the entity's GM and to central IT department.
• Acts as a change manager at the entity responsible for promoting the adoption of IT systems.
• Acts as a liaison between the IT team, end-users, and management to facilitate a seamless adoption of existing tech systems and the transition to new technologies.
• Drives user engagement, provides support, and champions change efforts to maximize the benefits of IT system adoption

Qualification

• Bachelor's degree in a relevant discipline

Skills & Experience

• Excellent business acumen in Automotive Industry
• Excellent business Process knowledge of Automotive business including Vehicle Sales, Spare Parts, Services, CRM & Finance
• Good Technical Knowledge of Autoline System.
• Good technical knowledge (focus on help selecting solutions, and maintain them)
• Good Knowledge of Database Management and report building using SQL Report Builder
• Good understanding of the UAE regulation for Automotive business
• Excellent documentation skills of the AS-IS vs. To-Be scenarios and related ROI
• Good knowledge and expertise in architecture
• Knowledge of Automotive Solutions such as Autoline, Autoline Drive, SAP DBM , TitanDMS etc is an added value
• 8-12 years of IT and business/industry work experience and 4-6 years in similar role in UAE
• Develops and delivers presentations, training sessions and demos

Competencies:

• Analytical skills
• Interpersonal skills
• Commercial awareness
• Communication skills
• Team working skills
• Ability to motivate people
• Management and leadership skills
• Coaching skills
• Business relationship management skills