This role is responsible to develop and continuously improve the managed services practice within Digital Transformation Division at Al-Futtaim Technologies with focus on the following key aspects:
Continuously develop, operationalize, and improve managed services and cyber security offerings in line with customer requirements, industry trends and competitor landscape
Alliance management of key vendors and partners to develop a robust eco-system of partners to delivery managed services to our customers
Sustain and continuously improve ITSM, Information Security processes and risk profile of the organization.
???????What you will do
Develop, refine, and improve on managed services and cyber security offerings by working closely with sales managers, key partners and customers contacts.
Manage current eco-system of partners with an objective to improve our chances of winning bids.
Scout for new partners in the UAE region with an objective to expand and deepen our service offering
Responsible for building and running a Managed Service Operations center with all the required security governance, process & tools which can be demonstrated to existing and prospective customers.
Own and manage the manage services application and cloud landscape from security and operations standpoint.
Sustain and improve existing ISO certificates ? ISO 27001 & ISO 20000
Evaluate business risk and opportunity via additional compliance requirements and work with stakeholders to achieve those requirements ? data privacy, business continuity, cyber security, etc.
Contribute to division and company level business excellence initiatives related to inter company working model, cross charging, cost savings, pre-sales / bid management, etc.
Provide leadership and direction to the service management function ensuring appropriate and robust service management and review frameworks are in place.
Achieve consistent customer satisfaction ratings and respond appropriate to customer feedback on areas for improvement.
Take responsibility for customer escalations and act as a point of escalation both in and out of hours as required.
Drive a continual service improvement programme based on a desire to become a world class managed service provider.
