Technology Lead KSA

Job Description & Summary

Managing IT Operations (Employee Experience, Desktop, Lounges, Collaboration, Printers)

• Ensure the smooth running of the IT operations in the field, including user support, IT systems, network services, communications, and connectivity

• Provide guidance and support to field office IT staff as they perform troubleshooting and maintenance tasks on the servers, PCs, and other devices

• Network configuration assessments, and implementing Hardware/ software upgrades and improvements

Country Leadership Stakeholder Management

• Maintain collaborative relationships with Country Leadership.

• Manage and ensure feedback of country key stakeholder responses and requests to technical teams are responded to within agreed quality and timescales.

Country Resource Management

• Lead people, hours and shifts: this will include staff and team scheduling,

• Make sure all required responsibilities within the country are defined and staffed with appropriately skilled personnel.

• Participate in capacity modeling and forecasting over the Technology's planning or budgeting cycle.

Country Project Support

• Assist in planning and executing TechMajlis rollout projects and system implementations in the field in an organized and effective manner.

• Assist in planning and managing new office build outs, and office moves

Country Budget Management

• Forecast future budget needs for the country, Review country budget and Suggesting spending improvements that decrease costs.

Country Service Improvement Planning

• Proactively reviews information in conjunction with service level agreements to identify any capacity issues and specifies any required changes.

• Monitor country services and initiates actions to resolve any shortfalls according to agreed procedures.

• Develop, and implement new IT procedures in the field and review and enhance existing procedures.

Country Local Comms. Management

• Oversee local communications, ensuring the message is consistent and engaging.

• Collaborate with field teams to draft and roll out messages for local content.

Country Asset Management

• Ensure the implementation of the asset management strategy across the country.

• Provide guidance on country asset management including areas such as -but not limited to- the maintenance of hardware assets, licensing of software, protection of intellectual property, and legal obligations.

• Manage tools, techniques and processes to create and maintain an accurate asset register.

Country Key Vendor/Supplier Management

• Facilitate and maintain relationships between TechMajlis and country vendors/Suppliers, negotiating contracts, creating standards for the vendors, and finding the best available vendors.

Country Training Demand

• Identify and assess the training needs of the Tech Majlis team through job analysis, career paths and consultation with managers.

• Effectively manage the training budget.

Country Demand Management

• Apply techniques to control the demand upon a particular resource or service.

• Forecast, plan country demand and provide reports concerning demand management

• Develop routine and ad-hoc country demand reports for management.

Country Customer Satisfaction

• Ensure that customers have a positive experience with TechMajlis service.

• Participate in Operations reviews of TechMajlis service covering Country customer Satisfaction, SLA performance, Operational metrics (Ageing tickets, Tickets quality, IT assets allocation/deallocation etc.)

• Improve customer interactions with all country services and employees within a TechMajlis through the collecting and analysis of customer satisfaction data.

People Management

• Develops hiring recommendations and assists in recruiting efforts

• Works and teaches employees framework for making decisions independently

• Allows employees discretion in choosing appropriate methods for completing work

• Gives timely feedback and specific examples as needed confronts poor performers directly with an actionable development plan to address deficiencies

• Ensures others have the resources to pursue independent action and promotes decision making and creative problem solving at all organizational levels

• Demonstrates trust in others by delegating responsibility, but holds employees accountable for achieving results publicly acknowledges effective performance and celebrates successes

• Coaches employees on ways to enhance their level of performance and develop their skills (with a typical focus on developing teams that can run autonomously)

• Demonstrates the ability to manage and leverage the talents of a diverse team or staff when driving results

• Retain the best people and manage exits professionally.

• Seek out feedback from people, and use that feedback to develop my team

• Create an environment that is psychologically safe where techies ask for and give feedback as a means for constantly improving the work we do.

• Embolden my direct reports to make decisions themselves. I have chosen to delegate areas of importance and responsibility to members of my team when they have shown potential, capability, and are passionate about the outcome.

Minimum years experience required

12-13 years min

Education

Degrees/Field of Study required:

Degrees/Field of Study preferred:

Certifications

Required Skills

Optional Skills

Accepting Feedback, Accepting Feedback, Active Listening, Analytical Thinking, Coaching and Feedback, Communication, Computer Engineering, Computer Program Installation, Computer Programming, Computer Technical Support, Creativity, Embracing Change, Emotional Regulation, Empathy, Enterprise Architecture, Incident Management and Resolution (IMR), Inclusion, Influence, Information and Communications Technology (ICT), Intellectual Curiosity, IT Infrastructure Upgrades, IT Operations, IT Operations Management, IT Project Lifecycle, IT Support + 19 more

Desired Languages

Travel Requirements

Up to 40%

Available for Work Visa Sponsorship

Yes

Government Clearance Required

No