WHO ARE WE:
Our mission is to transform the way we live through predictive, personalized and autonomous solutions enabled by unrivalled connectivity and next-generation technologies.
We are the first subsidiary company of NEOM, which has evolved from its technology and digital sector to lead the creation of the world's first cognitive community.
Purpose for the role:
The role of the Service Delivery Director at NEOM is to ensure the seamless delivery of robust IT services across the organization. This involves leading the service delivery function, developing and maintaining a comprehensive service delivery framework, defining sourcing strategies, managing supplier relationships, enhancing IT service delivery capabilities, achieving continuous improvement objectives, and supporting risk and control management within the IT domain. The Service Delivery Director plays a crucial role in optimizing the outsourced IT operations to support NEOM's strategic objectives and business functions effectively.
Knowledge, Skills and Experience:
- Leadership of Service Delivery Function: The Director will lead and oversee the service delivery function, ensuring alignment with NEOM's strategic objectives and operational requirements.
- Development and Maintenance of Service Delivery Framework: Implementing and maintaining a robust service delivery framework based on industry best practices such as CoBIT and ITIL. This framework will serve as a blueprint for delivering consistent and high-quality IT services.
- Sourcing Strategy Development: Define a comprehensive sourcing strategy for service delivery across NEOM, encompassing both internal and external resources. This strategy will optimize resource utilization and ensure alignment with business objectives.
- Management of Supplier Relationships: Take charge of managing key supplier relationships, particularly with outsourced desktop and infrastructure providers. This involves ensuring service level agreements (SLAs) are met, addressing any issues or escalations, and fostering collaboration for mutual benefit.
- Enhancement of IT Service Delivery Capability: Continuously improve NEOM's overall ability to deliver IT services to stakeholders, enhancing efficiency, reliability, and responsiveness.
- Achievement of Continuous Improvement Objectives: Set and deliver on continuous improvement initiatives within predefined Key Performance Indicators (KPIs). This involves identifying areas for enhancement, implementing changes, and measuring outcomes to drive ongoing service excellence.
- Leadership in Risk and Control Management: Supporting role in risk and control management within the IT domain at NEOM, ensuring compliance with regulatory requirements and mitigating potential risks to IT service delivery.
Background, Skills and Qualifications
- Leadership Skills: Demonstrated ability to lead and motivate teams responsible for IT service delivery, fostering a culture of accountability, collaboration, and continuous improvement.
- Strategic Thinking: Strong strategic planning skills to develop and implement service delivery frameworks aligned with NEOM's objectives and industry best practices.
- Service Management Expertise: In-depth knowledge and experience in service management methodologies such as CoBIT and ITIL to ensure efficient and effective delivery of IT services.
- Sourcing Strategy Development: Ability to develop and execute sourcing strategies for IT service delivery, including managing outsourcing relationships and evaluating vendor performance.
- Supplier Relationship Management: Proven track record in managing key supplier relationships, negotiating contracts, and ensuring service level agreements are met.
- Continuous Improvement: Experience in driving continuous improvement initiatives within IT service delivery, leveraging KPIs and metrics to monitor and enhance performance.
- Risk and Control Management: Strong understanding of risk management principles and experience in implementing controls to mitigate IT-related risks within the organization.
- Communication and Stakeholder Management: Excellent communication and interpersonal skills to effectively engage with stakeholders at all levels, including senior leadership, business users, and IT teams.
- Technical Knowledge: Solid understanding of IT infrastructure, system management, and information security principles to effectively oversee service delivery operations.
- Change Management: Proven experience in leading organizational change initiatives related to IT service delivery, ensuring smooth transitions and adoption of new processes or technologies.
- Experience in a Similar Role: Previous experience in a senior leadership role within IT service delivery, preferably in a complex organization or industry.
- Qualifications: A university degree in Computer Science, Information Systems, or related field is typically required. Relevant certifications such as ITIL, CoBIT, or PMP are highly desirable.
- These skills, knowledge, and experiences are essential for the Service Delivery Director to effectively drive IT service delivery excellence at NEOM and support the organization's strategic objectives.
Please note that this role will be based in NEOM relocation support is available for the successful candidate.
For more information, please review our website: www.tonomus.neom.com
