Infrastructure Support Manager (ITIL, Business Development, Customer Service)

D-ploy GmbH; Jeddah; On-site; SAR 83,000 - 124,000; Part time

Job summary

D-ploy GmbH is seeking a contractor in Jeddah for about 20 hours per week to support IT service delivery and local IT operations. The role requires hands-on technical support, coordination of service desk activities, and collaboration with internal and external stakeholders to align IT with business objectives.

Ideal candidates will have strong IT knowledge, experience in service desks and desktop support, and excellent communication and negotiation skills in English.

Qualifications

• Strong understanding of Information Technology trends, products and solutions.
• Experience in maintaining high-performing service support functions including IT Service Desk and Desktop Support.
• Knowledge of business development, especially spotting opportunities with customers.
• Customer-focused with drive for satisfaction and delivering business value.
• Excellent communication and negotiation skills with strong service orientation.
• Willingness to travel when required.
• Multitasking and ability to think outside the box.
• Fluency in English (spoken and written).
• Candidates must declare a criminal record extract not older than three months.

Responsibilities

• Monitor, control and support service delivery; ensure systems, methodologies and procedures are in place and followed.
• Develops plans to ensure resources are skilled to meet objectives; manage recruitment, onboarding, and transitions.
• Manage IT risks; identify, mitigate and suggest solutions to Head of IT.
• Adhere to TIS & EUX global policies and procedures.
• Coordinate business development activities with clients.
• Ensure IT Service and Support align with business roadmap and client strategy.
• Coordinate local projects at the site.
• Act as escalation point for help/service desk and 2nd level on-site support.
• Liaise with internal/external service lines and 3rd party vendors.
• Assist with planning and forecasting IT items at the site.
• Provide local application enhancements and support.
• Provide IT feedback to ensure customer satisfaction and service improvement.
• Execute security/compliance remediation as per guidelines.
• Analyze problems and resolve outages; available as needed.
• Oversee local IT Support resources.
• Provide hands-on technical support when required.
• Manage business stakeholders.
• Review IT budget with local finance team.
• Participate in global IT initiatives.

Skills

IT knowledge

Service desk

Business development

Customer focus

Communication skills

Willingness to travel

Multitasking

English fluency

Criminal record check

Job description

D-ploy is an IT and Engineering Solutions company with operations throughout the EMEA region including Switzerland, Germany, Czech Republic, Austria, UK, as well as the USA.

We pride ourselves on delivering innovative and superior services and solutions to numerous industry-leading clients. By building relationships and trusted partnerships within the IT community, we optimize our customer‘s IT productivity and contribute to the organization’s success and value.

We are interested in talking to engaging, flexible, and solution-oriented individuals who are looking to become a part of a dynamically growing and international organization. We are focused on creating value where IT counts, join us!

For this role, we are looking for a contractor to join us for about 20 hours per week.

Tasks and Responsibilities:

• Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
• Develops plans to ensure that the organization has appropriately skilled resources to meet organizational objectives and commitments. Manages the effective implementation of resource planning, recruitment, selection, assessment, on-boarding and transitioning of resources
• Manage departmental (and therefore business) IT risks; identifying, mitigating and recommending solutions to Head of IT
• Knowledge of and adherence to TIS & EUX global policies and procedures
• Coordinate business development activities such as identification and communication with client
• Ensure the existing and future of IT Service and Support aligns to the expectations of our Business roadmap and overall our client's strategy
• Execution/coordination of local projects at the site
• Escalation point for help/service desk and on site 2nd level support
• Liaison with internal/external service lines and 3 party vendors
• Assist with planning and forecasting for IT related items at the site (in accordance with the Country IT Head)
• Implementation of local application enhancements and provide local application support (where required)
• Provide IT feedback where required; ensure customer satisfaction while continuously improving services at the site.
• Execute/coordinate any security or compliance remediation activities as per IGM Guidelines (where required)
• Problem analysis and resolution; must be available as required to handle issues and service outages
• Oversight of local IT Support resources
• Must be willing and able to provide hands on technical support when required
• Business stakeholder management
• Review and align IT budgetary numbers with local financial team for the site
• Participate and assist with global IT initiatives (where required)

Requirements

• A strong understanding of Information Technology; trends, products and solutions
• Experience of maintaining high performing service support functions including IT Service Desk, Desktop Support and 2nd line technicians
• Knowledge of business development, especially spotting and developing business opportunities with the customer
• Customer focused with a passion and drive for customer satisfaction and delivering business values
• Excellent communication and negotiation skills with strong service orientation
• Willingness to travel when required
• Multitasking as well as ability to “think outside of the box”
• Fluency in English (spoken and written)
• Candidates have to declare Criminal record extract not older than three months