Job Description

Aldar Education is currently seeking a UAE National 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 IT Operations & Support 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, AMC's, 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. Specific Duties: 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 IT and AV support staff Assist technical staff to check and ensure resolution of all issues to achieve all objectives. Implement Standards and Operating Procedures within IT Services domain Manages on-site support for systems and standard desktop applications Responsible for all IT / AV equipment in ManageEngine ITSM. Responsible for Office365 supervision in relation to corporate communication Responsible for mass communication to staff and students through SMS gateways and mail merge. Responsible for preparation of CS schools to receive students at the beginning of term Represent IT and collaborate with other departments and stakeholders. Responsible for IT equipment and software audits during term preparations Participate in Backup, Business Continuity, and Disaster Recovery activities Minimum Qualifications: UAE National is Required Bachelor of Science in Information Technology / Computer Engineering / Electronics / Communications Engineering ITIL V3 or V4 Certification is a must, or ISO equivalent. Minimum Experience: Minimum of 10 Years proven track experience in IT Service and Operations Job Specific Knowledge & Skills:

Passion for Service Improvement

Excellent skills in ITIL Service Operation practices

Process transformation and optimization experience

Experienced Service Management professional in a large-scale and diverse environment of incident management, escalation procedures and related disciplines

Experience of IT service Management Systems and technology to support Managed services such as automation and monitoring.

Ability to multi-task and deliver under pressure.

Excellent ability to organize self and others.

Self-driven and flexible with high motivation.

Outstanding written, presentation and verbal skills

Strong presentation and communication skills.

Ability to engage and influence at all levels in the school.

Support and mentor junior staff

Problem-solving aptitude

Long-range planning is desired, especially in relation to incidents and problem resolution.

Team leadership and coaching skills.

Budget Management skills

WHAT WE OFFER Aldar Education are a family of world-class, child centered, and innovative schools based in the UAE. We educate over 25,000 students across our group of owned and managed schools and as we grow so does our need for highly skilled, inspirational, and dedicated school leaders. We offer an attractive remuneration package including non-monetary benefits. Our future-focused learning model includes both students and staff and so we place a special emphasis on professional development, coaching and training. Successful candidates will have access to a wide network of professionals and opportunities to both lead and contribute to training others as well as developing themselves. This job description is not all inclusive. Aldar Education reserves the right to amend this job description at any time. We are an equal opportunity employer, committed to a diverse and inclusive work environment. We are also mindful of our national development strategy and encourage UAE Nationals in their application at our company. Aldar Education is committed to safeguarding and promoting the welfare of children and young people and expects all staff to share this commitment. Offers of appointment are subject to satisfactory references and police clearance. #LI-HQAT

Schedule: Full-time Shift: Day Job Travel: