Senior Enterprise IT Service Delivery Manager

Roads and Transport Authority; Dubai; Vor Ort; AED 320.000 - 480.000; Vollzeit

Zusammenfassung

Roads and Transport Authority is seeking an experienced leader to head the enterprise application support service desk, aligning incident management, requests, vendor performance, and user education into a unified framework to ensure smooth operations. You will contribute to the digital roadmap, forecast licensing needs, and manage the annual budget for applications support.

You will establish the central service desk, monitor SLAs and KPIs, oversee supplier performance, and drive improvements

Qualifikationen

• Education: Bachelor's or Master's degree in Engineering, MIS, Information Systems, or related field.
• Experience: 9+ years with a master's degree; 11+ years with a bachelor's.

Aufgaben

• Define and govern the application support service framework, integrating sourcing strategy, risk controls and service desk operations.
• Contribute to digital roadmap by analyzing support performance trends, licensing needs, and demand forecasts to optimize costs.
• Develop and manage the annual application support budget, forecasting renewals, staffing, infra upgrades, and vendor contracts.
• Establish and manage the central service desk for application support, ensuring incident and request handling aligns with SLA and KPIs.
• Oversee supplier support performance, ensuring fulfilment of contractual obligations and implementing improvement strategies when underperforming.
• Manage configuration items, version control, and documentation to ensure accuracy and traceability.
• Coordinate service upgrades, minor customizations, and license deployments with minimal user disruption.
• Maintain the support services catalogue, supervise daily staff scheduling, and monitor procedures compliance.
• Lead service improvement planning through RCA, user surveys, KPI analytics, and risk assessments.
• Oversee delivery of user training, FAQs, and usage guides to reduce ticket volumes.
• Standardize and maintain a knowledge base and process docs for efficiency and onboarding.
• Govern application asset usage and licensing compliance across RTA sectors.

Ausbildung

Bachelor’s or Master’s degree in Engineering or MIS/Information Systems

Jobbeschreibung

Roads and Transport Authority is seeking an experienced leader to head the enterprise application support service desk, aligning incident management, requests, vendor performance, and user education into a unified framework to ensure smooth operations. You will contribute to the digital roadmap, forecast licensing needs, and manage the annual budget for applications support.

You will establish the central service desk, monitor SLAs and KPIs, oversee supplier performance, and drive improvements