ASMO is a groundbreaking joint venture between DHL and Aramco. Inheriting DHL's logistics excellence and Aramco's extensive supply chain ecosystem, we are here to set a new benchmark and redefine the procurement and supply chain landscape, enabling growth.
ASMO aims to be operational in 2025 and provide reliable end-to-end integrated procurement and supply chain services for companies across the industrial, energy, chemical, and petrochemical sectors. Our focus customers in the short term will be Saudi Aramco and its Affiliates. In the long term, all the industrial sectors within Saudi Arabia aim to reach the MENA region.
Objective:
The IT Service Desk Lead is responsible for overseeing and managing the operations of ASMO's IT service desk or help desk. The IT Service Desk Lead will ensure that end users receive efficient and effective technical support, troubleshooting assistance, and incident resolution. This position will help establish service desk processes, procedures, and standards, and oversee a team of analysts and specialists for technical support, workplace solutions, IT solutions support, and business solutions support.
General Responsibilities:
- The role holder will have knowledge of the principles and practices related to the IT Service Desk discipline. They will be tasked with determining the course of action based on established principles and modifying existing processes and methods. In some instances, they may even guide these principles and demonstrate an understanding of how these principles relate to other functional domains.
- Contribute to the development and execution of the Infrastructure & Service Operations department's short to mid-term strategic plan to ensure alignment with the Infrastructure & Service Operations department's strategic priority, and corporate goals by leading the IT Service Desk unit.
- Contribute to the development of annual business plans for the assigned areas of responsibility in the IT Service Desk unit to support the achievement of financial and strategic objectives.
- Monitor, control, and report key performance indicators related to the Infrastructure & Service Operations department to track performance and recommend corrective actions through the perspective of the IT Service Desk unit.
- Oversee the handling of IT incidents and service requests reported by end users across ASMO; ensure that incidents and requests are appropriately logged, categorized, prioritized, and assigned to the service desk team members for resolution.
- Establish and maintain service desk metrics and performance indicators to measure the efficiency and effectiveness of service desk operations; analyze performance data, generate reports, and present findings to the Infrastructure & Service Operations Lead and use these metrics to identify areas for improvement, drive process enhancements, and optimize service desk performance.
- Manage incident escalation procedures to ensure that complex or critical incidents are appropriately escalated to the appropriate support teams or management at ASMO.
- Evaluate, implement, and manage service desk tools, software, and technologies to enhance service desk operations, including ticketing systems, knowledge bases, remote support tools, chatbots, or self-service portals; ensure that service desk staff are trained on the proper use of these tools and promote their effective utilization.
- Ensure that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.
- Manage the activities of direct reports to ensure that all work is carried out in an efficient manner, in line with the annual business plans, policies, and procedures.
- Manage the performance management process by setting annual objectives, and developing staff through mentoring, coaching, and constructive feedback.
- Identify employees training and developmental needs and in conjunction with the Human Capital Department bridge the knowledge gaps to ensure continuous progression and a high level of competence within the team.
- Contribute to defining an optimum structure for the Infrastructure & Service Operations department via the IT Service Desk unit, to ensure smooth workflow of operational processes and optimal utilization of resources.
- Provide input into the preparation and consolidation of the Infrastructure & Service Operations department's budget with regards to the IT Service Desk unit, monitor financial performance during the year identify areas of unsatisfactory performance (if any), and recommend mitigating actions.
- Identify and manage implementation of change initiatives on systems processes and practices considering international leading practices, and/or other changes in the business environment.
- Recommend improvements to departmental procedures, and ensure implementation of policies, procedures, systems, and controls covering the IT Service Desk unit so that all activities meet ASMO's standards, compliance, and regulatory requirements, align with business requirements, and increase operational efficiency.
- Identify opportunities for the continuous improvement of systems, processes, and practices considering international leading practices, to increase operational effectiveness within the unit.
- Ensure that all relative reports are prepared timely and accurately, and meet the Infrastructure & Service Operations department's requirements policies, and standards.
- Ensure compliance with regulatory requirements and relevant quality, health, safety security, and environmental procedures and controls across the Infrastructure & Service Operations department to guarantee employee safety and delivery of high-quality services.
Qualification:
- 5 10 years experience in a similar role.
- Bachelor's degree in computer science, information technology, or equivalent from a recognized and accredited university is required.
- Master's degree in computer science, information technology, or equivalent from a recognized and accredited university is preferred.
- ITIL Foundation Certification, or any other relevant certification preferred.
Knowledge & Skills:
- IT Operations.
- IT Service Management Skills.
- Infrastructure & Service Operations Lead.
- Direct Reports.
- Unit Leads across Technology.
- External Software/Hardware Vendors and Service Providers.
