Manager - IT Service Operations - Aldar Education (Northern Emirates)-2200008W

Job Description

Manager - IT Service Operations - Aldar Education (Northern Emirates) - (2200008W)DescriptionAldar Education is currently seeking a Manager - IT Service Operations (Northern Emirates) to support our growing family of owned and operated schools in the UAE.This is an exciting opportunity to join the highly successful Aldar family of schools and to help shape the future of Abu Dhabi?s leading school group.Job Purpose:This role is responsible and accountable for the smooth IT service operations across Aldar Education Managed Schools. Manages the day-to-day IT tasks and activities across all seven schools through the supervision of the service quality and task completion of all on site IT Technical Support Engineers and AV technicians and handling all IT escalations and key communication between HQ?s IT, school stakeholders and external parties. This role is critical in ensuring the full utilization of the IT Service Desk functions, covering incidents, problem management, change management, CMDB and asset management. Becoming the SME and POC for all IT operations, support activities, assets, services and projects across all Schools.Key Accountabilities:Main Duties:IT Service Management

• Promote ITIL best practices within the organisation.
• IT Service Desk management.
• Incident and problem management analysis and resolution.
• Participation in change management process.
• Development & enhancement activities in-line with established SLA?s
• Provide leadership to foster a service culture within the department focusing on service excellence & promoting the customer experience.
• Prepare, review and enforce all service level agreements, operational metrics and KPI scorecards for service delivery.
• Meet or exceed the relevant SLA targets Thorough understanding of ITIL or similar service delivery systems
• Key point of escalation for operational issues within the standards and practices or set SLA.
• Develop IT procedures and processes in line with established policies and company practices.
• Oversee the implementation of service improvements within the practice as well managing adherence to AE policies and ensuring agreed targets are met.
• Responsible for guiding, mentoring, and ensuring the creation, adoption and adherence to IT service management processes and tools.
• Contribute to overall Technology Planning and roadmaps

• Manages all end-user IT services and devices for Aldar Education Managed Schools.
• Inter-department coordination to ensure delivery of projects across the schools.
• Management of the support and administration of the IT / AV support Engineers in all Managed Schools.
• Management of stakeholder relations and customer satisfaction.
• oversees computer system and software maintenance and repair.
• procurement of IT assets, consumables and operation related services in coordination with finance and procurement.
• Ensure that all necessary mechanisms and inventories are in place for the smooth running of the assigned departments and schools
• IT FED assets management, monitoring and control.
• Opex budget control and spending tracking on equipment, AMCs, software, and staff
• IT Assets management (Software, end-user devices, AV, IT accessories and IT consumables).
• Oversees and directs the day-to-day activities of Schools IT team?s operation activities, ensuring that systems, services, and infrastructure work reliably and securely.
• Coordinate with the Infrastructure teams to ensure all systems and infrastructure maintenance and operational activities are completed as needed.
• Maintain, plan, administer and monitor all IT Services across schools (AV/ IT Operating Systems)
• Ensure data is handled, transferred, or processed according to legal and company guidelines
• Oversee Upgrades and installations of various tech as requested.
• Liaising with the Group IT function on the operation & enhancement of the deployed and planned IT services.

• Analyse ManageEngine Helpdesk incidents and mitigate recurring issues (problem resolution)
• Act as an escalation point to senior management on IT Service & Operation issues
• Managing teams of technicians, system engineers and other IT staff
• Provide technical support and guidance to senior management and executive stakeholders.
• Provide input into process development & enhancement activities in line with stakeholder requirements
• Manage IT AMC contracts ensuring service deliverables/KPIs/SLA are aligned as per vendor commitment.
• Ensuring all operations are carried on in an appropriate, cost-effective way
• Improving operational management systems, processes and best practices
• Recruit, train and supervise

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