AVP - IT SERVICE DELIVERY

Emirates Flight Catering; Dubai; On-site; AED 120,000 - 180,000; Full time

Job summary

An established industry player is seeking a dynamic Assistant Vice President for IT Service Delivery. This pivotal role involves leading a team to ensure the performance and scalability of critical IT systems while aligning with business objectives. You will drive continuous improvement, manage incidents, and oversee compliance with security standards. The ideal candidate will have extensive experience in IT leadership, particularly in managing complex ERP systems and fostering innovation through new technologies. Join a forward-thinking organization that values strategic leadership and collaboration to enhance service delivery and operational excellence.

Qualifications

• 10+ years in IT leadership, with experience in ERP implementations.
• Strong background in incident management and service delivery.

Responsibilities

• Lead IT service delivery to align with business goals and improve performance.
• Manage IT infrastructure, ensuring operational efficiency and security.

Skills

Strategic leadership

Incident response

System monitoring

Change management

Vendor management

Analytical skills

Problem-solving

Effective communication

Education

Bachelor's degree in engineering, Computer Science, or IT

MBA

ITIL Certification

Tools

ERP systems

Data analytics tools

ML/AI technologies

Automation technologies

Job description

Job Title: Assistant Vice President - IT Service Delivery

Department: Information Technology (IT)

Reports to: Vice President - IT

Job Purpose

Leading the team to ensure the performance, stability, and scalability of critical applications and IT systems, aligning them with business goals. This involves close collaboration with business leaders and external partners to understand their needs and expectations. The role facilitates regular updates, addresses concerns, and leverages data to enhance outcomes. It focuses on driving continuous improvement, exploring new technologies and methodologies to foster innovation. Additionally, it includes managing incidents, ensuring compliance with security standards, and leading teams to achieve operational excellence.

Key Responsibilities

1. Drive IT Service Delivery: Ensure alignment with business goals, timely delivery, and adherence to service standards.
2. Design and Implement IT Infrastructure: Develop processes and governance structures for effective service delivery and capability building.
3. Optimize IT Environments: Oversee ERP, cloud environments, on-premises data centers, and network infrastructure, including disaster recovery capabilities to ensure operational efficiency and security.
4. End User Support: Manage end user support services and business application performance, ensuring seamless user experience and issue resolution.
5. Performance Monitoring: Implement tools to track performance, address issues, and ensure optimal system and application performance.
6. Risk Management: Develop and monitor strategies for IT infrastructure, services, and operations, handling incidents and mitigating disruptions.
7. Cost Control: Ensure timely execution and effective management of IT infrastructure, services, operations, and backlogs in line with business priorities.
8. Stakeholder Communication: Maintain communication channels to keep stakeholders informed on status, next steps, and service updates.
9. Change Management: Manage changes to applications and infrastructure in a controlled manner to minimise risk and ensure successful implementation, including planning, testing, deploying, and communicating with stakeholders.
10. Security and Compliance: Ensure IT security and compliance with regulations while managing vendor relationships and service level agreements (SLAs).

Job Context

The role is pivotal in overseeing the organisation's IT service delivery and technology operations, including critical IT infrastructure, end user services, field services, on-premises data center, and ERP operations. The focus is on delivering IT services that contribute to business operations. The jobholder will lead the IT Service Delivery & Operations team, ensuring alignment with strategic objectives and driving high-impact services that add value to the business. The role also involves fostering continuous improvement, staying updated on industry trends, and utilising new technologies to enhance service delivery.

Qualifications & Experience

Education

• Bachelor's degree in engineering, Computer Science, or IT (required)
• MBA preferred
• ITIL Certification (required)

Experience

• Minimum 10 years of demonstrated experience in a leadership position, preferably as an IT Head of IT Delivery and Operations or Application Support, in a large or medium-sized company, having gone through at least 3 full life cycle implementations of ERP with all major modules.
• Prior experience with managing complex ERP systems.
• Experience with data analytics, ML/AI, business intelligence, and automation technologies.
• Experience in Application Management, Incident and Problem Management, Service Delivery, Automation, Cloud Computing, Security and Compliance, Vendor Management, Project Management, ERP, and Production Systems Management.

Key Skills

• Strategic leadership with strong team management and stakeholder engagement.
• Proficient in incident response, system monitoring, and change management.
• Skilled in vendor and SLA management.
• Strong analytical, reporting, and problem-solving capabilities.
• Effective communication and cross-functional collaboration.

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