IT Service Manager

Every employee at Al Rostamani Group plays a role in making a real difference to the business and our customers. We care for our employees by offering them meaningful and purposeful work and an opportunity to grow, learn, contribute and succeed. Today, the Al Rostamani Group has come a long way since its birth in 1957. Our group has grown steadfastly with the guiding principles of Commitment, Care & Vision, alongside a strong sense of active involvement in the community. We are a well-diversified group, with a key presence in industries such as General Trading, Automobiles and Heavy Equipment, Travel, Foreign Exchange, Financial Services, Property Management, Construction, Infrastructure Development and Information Technology Services. Our Group employs approximately 2000 people from 41 different nationalities, which contributes to our multicultural and multi-national environment.

Job Purpose

IT Technical Service Manager acts as single point of contact to all IT initiatives at ARTC, provides Applications Support for selected core applications, works with the line managers at ARTC and GIT to review the business strategies for ARTC and convert them into IT initiatives. IT Technical Service Manager participates in the execution of ARTC projects and demands with the assistance of GIT PMO, tracks the status of projects and demands and provide reports to ARTC GM / GCIO. IT Technical Service Manager coordinates with GIT Operations, PMO, procurement, and other IT vendors to respond to the IT requirements for ARTC while complying with IT policies and governance in performing all aspects of his role.

Job Responsibilities

Act as a single point of contact for all IT requirements at ARTC.

Participate in forming the strategic vision of IT services & related budgets for the entity.

Participate in the decision making process related to IT initiatives with other line managers at ARTC and develop the roadmap of digital transformation and continuous IT improvements at ARTC.

Understand and challenge business requirements to implement best practices.

Assign priorities of the demands in consultation with business users.

Maintain and update the list of ARTC IT initiatives.

Update ARTC with the progress of its initiatives on monthly basis and on need basis.

Identify, justify and rationalize any ad-hoc IT requests and facilitate their approval by ARTC management.

Act as project manager for certain initiatives working with GIT PMO.

Manage the execution of certain demands such as branch setup, CCTV, etc. as per the demands guidelines.

Manage & Rationalize the Portfolio of Demands related to ARTC to ensure that the demands are properly validated, contain a proper business justification, prioritized with ARTC and accurately classified (“Needs” vs. “Wants”).

Enhance utilization of Existing IT assets and make corresponding recommendations to enhance value to ARTC.

Identify and recommend areas of improvements that would: Add value to the entity, Mitigate a pain area/ Business Challenge and/or Enhance controls.

Provide Application training to key end users.

Identify IT training requirements at ARTC.

Participate in the execution of all IT initiatives at ARTC along with GIT PMO.

Monitor and report on the plan of execution of the IT initiatives at ARTC.

Identify, manage, assess, respond and control IT related risks and issues.

Monitor the compliance with service level agreements (SLAs) with GIT and external vendors.

Enforce Group IT policies, processes and standards within the entity.

Co-ordinate with the AMS, NMS, and IMS vendors to get support issues resolved through established GIT processes, helpdesk and channels.

Reviews timesheets of AMS vendors and confirms the hours spent on different activities.

Act as an Application administrator for selected core applications.

Perform Root Cause Analysis on repeated support tickets and recommend resolutions. Co-ordinate AMS and others to provide permanent fixes.

Administrative Points

Performance evaluation is done jointly between the company and the GIT Managers / GCIO.

Leaves to be approved by GM and coordinated with GIT.

10-15% of efforts can be used by GIT on multiple other tasks, specifically to carry out the following:

Support.

Running project’s participation

In return for the 10-15%, GIT will provide part time central coverage in the absence of the resource during annual leave.

Job Requirements

Qualifications

Bachelor’s degree in IT field

Experience

8-12 years of IT and business/industry work experience

Must have sound experience in automotive industry and its related IT technologies.

Knowledge & Skills

• Must possess good knowledge and expertise in core applications of ARTC.
• Develop and deliver presentations, training sessions and demos.
• Good analytical thinking.
  
  

At Al Rostamani Group, we seek talented people who work hard to achieve great things. We consider not only your skills and experience, but also your passion for the role, your desire to learn and how well you align with our core values of care, commitment and vision. If this position represents an opportunity you wish to pursue, we invite you to apply.