Job Description

EIT Service Delivery Manager - ISE Grade: GG11 Location: Riyadh, Saudi Arabia An exciting opportunity has arisen to join International systems Engineering (ISE), a BAE Systems majority owned joint venture Company as a Service Delivery Manager. The successful individual will be working for a company at the forefront of ISE commitment as part of the economic offset companies in the Kingdom of Saudi Arabia. Working across the ISE Functions and Project Teams will offer a challenging and rewarding opportunity to contribute to the development and growth of ISE in KSA. Job Purpose: To manage and ensure provisioned IT services are effectively delivered and continuously improved by EIT in order to enhance customers' satisfaction through the implementation and monitoring of service delivery plans and service level management activities within ISE's policies, processes, procedures, and agreed SLAs and/or contractual agreements. Accountabilities: Planning and Strategy: Contribute to the development of ISE's overall Service Delivery strategy Provide input for the development of the Service Delivery budgets, plans, and systems that will achieve the business strategic objectives Develop policies and procedures that align with the function and business strategy and requirements Identify and allocate the resources necessary to support the department strategic plans and objectives. Planning and Review Oversee the planning, direction and timely execution of the customers' unit service delivery plans Act as a focal point of contact for customers and own most ITIL service management processes relating to EIT services, providing guidance around operations and optimization of the customers' IT infrastructure through quality service management Establish and maintain applicable process documents for ITIL service management and ensure its effectiveness, compliancy and application on the ground relating to EIT Service. Create the customers' service delivery plans based on the customers' IT organization's impact on the overall business, their IT objectives, and their pain points Produce all types of service review and analysis reports, communication notes and plans accurately and in a timely manner Ensure the effective management and deployment of project controls and risk mitigation strategies enterprise-wide to improve service delivery to customers Establish and maintain adequate and effective Knowledge Base management and ensure its availability and consistency Manage other delivery towers for short periods of time such as the EUC tower during the lead's vacation. Operation Management: Ensure rigorous management of change control and acceptance into service procedures in line with polices, processes and adopted standards Ensure all business and customer policies and procedures are complied with and adhered to at all times Develops long-term plans on the continuous improvement of service delivery methodology by meeting with internal program/project managers and external clients and assessing their business goals in the delivery of products/services Utilize knowledge of customers' business to continuously solve business problems using innovations that promote the highest levels of availability, reliability, performance and cost effective project delivery Seek creative service delivery solutions and serve as a change agent for the customer Manage relationships with vendors and service providers Review external service providers' contracts and pursue cost-effective agreements to enhance ISE's profitability and market competitiveness Liaise with both IM&T governance and management and ISE product and service management to ensure continuity of service form end to end. QUALIFICATION, EXPERIENCE & BUSINESS EXPERTISE A minimum of 5 - 6 years of experience in years in a similar setup is a must, preferably 2 years in a people management role Proven ability to manage IT services and resources preferred Fluent in Arabic and English Diploma in IT is required, Bachelor degree in IT is preferred Relevant technical certificates EXPATRIATE EMPLOYEE BENEFITS In return for the required high levels of commitment and hard work you will receive a competitive salary, rent free accommodation and access to free recreation facilities, all available within Company secured accommodation. In addition, a generous leave and travel allowance makes this an opportunity not to be missed. On successfully securing a role your appointment to Saudi Arabia will initially be on single status. On commencement of employment in Saudi Arabia you will have the opportunity to apply to have your family join you in the future. A full health care scheme is provided within Saudi Arabia. SAUDI NATIONAL EMPLOYEE BENEFITS In return for the required high levels of commitment and hard work you will receive a competitive salary and benefits package, including a generous leave and travel allowance, a full health care scheme and access to subsidised recreational facilities BAE Systems At BAE Systems, we provide some of the world's most advanced, technology-led defence, aerospace and security solutions and employ a skilled workforce of some 82,500 people in over 40 countries. Working with customers and local partners, we develop, engineer, manufacture and support products and systems to deliver military capability, protect national security and people and keep critical information and infrastructure secure. All appointments in Saudi Arabia are subject to receipt of all necessary Government and/or Customer approvals.