IT Services & Operations Manager - Middle East - (JR26-IT)

Job Summary

IT Leadership and Management

• Develop and execute the regional IT strategy and operating plan aligned with business objectives and corporate standards.
• Manage budgets, forecasts, procurement, sourcing, contracts, licensing, vendors, investments, governance, controls, reporting, risks, and transformation progress.

Digital Transformation and AI

• Support digitalization focused on operational efficiency, user experience, collaboration, reporting, and business support.
• Lead approved solutions using Microsoft 365, Power Platform, SharePoint, Power BI, Teams, Microsoft 365 Copilot, AI agents, and generative AI.
• Establish responsible AI controls covering security, privacy, data handling, access, human oversight, risk, training, adoption, and benefits tracking.

Infrastructure and Workplace Technology

• Oversee infrastructure and workplace technology availability, performance, capacity, security, lifecycle management, and modernization.
• Manage Microsoft 365, Azure, Entra ID, Active Directory, Intune, endpoints, networks, connectivity, meeting rooms, monitoring, patching, assets, backup, and recovery.
• Maintain and test business continuity, disaster recovery, backup, and service restoration plans.

Service Management and Support

• Ensure consistent, responsive, customer-focused support across regional offices and remote locations.
• Define service catalogs, support models, escalation procedures, service targets, SLAs, KPIs, self-service, knowledge bases, onboarding, and offboarding.
• Coordinate support for devices, collaboration platforms, identity services, business applications, connectivity, printing, and meeting room systems.

Cybersecurity and Compliance

• Implement cybersecurity priorities and controls aligned with corporate requirements and applicable local regulations.
• Oversee identity and access management, endpoint protection, vulnerability management, secure configuration, data protection, monitoring, audits, risk registers, and remediation.
• Promote cybersecurity awareness and incorporate security, privacy, compliance, and resilience into projects, contracts, digital solutions, and AI initiatives.

Projects and Stakeholders

• Lead regional IT projects through requirements, implementation, adoption, transition, and operational handover while managing scope, schedules, budgets, dependencies, risks, and resources.
• Coordinate business functions, India IT, Global IT, Cybersecurity, Architecture, Procurement, Legal, Compliance, application owners, suppliers, and managed service providers.

Qualifications and Certifications

• Bachelor's degree in information technology, computer science, information systems, engineering, or a related discipline is required.
• A master's degree in information technology, business administration, digital transformation, or a related field is preferred.
• ITIL Foundation, ITIL Managing Professional, or COBIT certification is preferred.