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Position: Operations Manager – IT Sector
Location: Abu Dhabi, UAE
Reporting To: Chief Operating Officer

Summary:

We are looking for a proactive and results-driven Operations Manager to lead and optimize IT operations. This role focuses on managing the Support Services and Project Department, ensuring the smooth delivery of IT services and driving process improvements, while aligning operational strategies with business objectives. The ideal candidate will possess strong leadership, technical expertise, and project management skills, as well as a deep understanding of IT systems and processes.

Responsibilities:

1. Oversee daily IT operations, ensuring the reliability, availability, and security of systems and services.
2. Manage the Support Service Department, client meetings and escalations, and ensure efficient service delivery and timely resolution of IT incidents and support tickets.
3. Manage the Projects Team for the implementation of ICT and ELV projects.
4. Develop and implement IT operational strategies, policies, and processes to meet business objectives.
5. Collaborate with senior management to align IT operations with overall organizational goals.
6. Conduct capacity planning and resource allocation for necessary departments.
7. Lead, mentor, and manage the operations team, fostering professional development and team performance.
8. Define team roles, responsibilities, and performance expectations.
9. Ensure organization’s standards and procedures are followed.
10. Define, track, and report on key performance indicators (KPIs) for IT operations.
11. Regularly review system performance and uptime metrics, addressing potential risks or bottlenecks.
12. Generate detailed operational reports and dashboards for senior leadership.

Qualifications:

1. Bachelor’s degree in information technology, Computer Science, or a related field.
2. Proven experience in IT operations management, with a track record of driving process improvements and operational excellence.
3. Excellent problem-solving, decision-making, and organizational skills.
4. Strong leadership and interpersonal skills, with the ability to manage cross-functional teams.
5. Experience in ICT and ELV solutions.
6. Sound knowledge in Project Management, ITIL Certification or similar ITSM framework experience.