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1. JOB HOLDER & JOB DETAILS:
Job Title: Sr. Technology Program Manager
Reports to: Vice President - IT (Sales & CRM, ENT. Systems, Business Excellence, Business Process)
Company: DAMAC Properties
Function: Operation
Section/Unit: IT - Sales & CRM
Issued Date/ Revision No. Date to include when the final JD is ready for issuance/rollout

2. JOB PURPOSE:

To direct and oversee the design, development, implementation, and maintenance of CRM applications across DAMAC by following IT best practices and procedures resulting in improved organizational capabilities.

3. KEY ACCOUNTABILITIES:

IT Strategic Contribution & Planning

• Ensure effective cascading of the IT function strategy into IT Sales & CRM department business plans to ensure vertical alignment and horizontal integration with other interfacing departmental strategies.
• Manage the preparation and recommend the IT Sales & CRM department budget and monitor financial performance versus the budget while ensuring all sectional activities are conducted in line with the approved guidelines.

People Management

• Manage the effective achievement of assigned objectives through the leadership of the IT Sales & CRM department by setting individual objectives, managing performance, developing, and motivating staff to maximize sectional performance.
• Lead the talent development initiatives for the IT Sales & CRM department, collaborating with technical/discipline experts and thereby ensuring the availability of talent to fit business requirements.
• Act as a role model and drive adherence to organizational values and ethics by employees of the IT Sales & CRM department to foster a value-driven culture within the organization.

Policies, Systems, Processes & Procedures

• Manage and ensure effective implementation of IT Sales & CRM department policies, procedures, and controls covering all areas of assigned department activity so that all relevant procedural/legislative requirements, are fulfilled while delivering a quality, cost-effective service.

Functional Accountabilities

• Proactively work with Sales teams and analyze data to identify opportunities for Salesforce to increase productivity and provide automation.
• Identify production risks and areas for improvement, prioritizes, design, and facilitate successful implementation and adoption of new processes.
• Work closely with stakeholders, cross-functional teams, and team project managers to plan and develop scope, deliverables, required resources, work plan, budget, and timing for new initiatives.
• Oversee the development of CRM business and system requirements interfacing with users at all levels to gather requirements and feedback.
• Manage program and project teams for optimal solutions, coordinate and delegate cross-project initiatives.
• Work with other program managers to identify risks and opportunities across multiple projects within the department.
• Analyze, evaluate, and highlight possible risks, for new projects discussion with management and stakeholders.
• Establish and implement change control and best practices with regard to system maintenance, configuration, development, testing, and data integrity.
• Manage the integration of applications connected to Salesforce.com.
• Support the Business Operations team for various streams and track all support requests for Sales, CRM & LOAMS with SLA timelines.
• Ensure team adheres to Salesforce best practices and governor limits and delivers efficient customizations.

Continuous Improvement

• Lead the identification of opportunities for continuous improvement and sustainability of systems, processes, and practices considering global standards, productivity improvement, and cost reduction.

Reporting

• Ensure that all unit reports are prepared timely and accurately and meet DAMAC requirements, policies, and quality standards.

4. FRAMEWORKS, BOUNDARIES, & DECISION-MAKING AUTHORITY:

• Operates within the framework and boundaries of DAMAC policies as well as overall organizational and governance frameworks.
• Authorised to take decisions as per the approved authorization matrix.

5. QUALIFICATIONS & EXPERIENCE:

Minimum Qualification

• Bachelor\'s degree in Computer Science, Information Technology, or a related field. Master\'s degree is preferred.

Minimum Experience

• 10+ years of experience in CRM Applications including at least 7 years in positions of managerial responsibilities.
• In-depth understanding of the capabilities and constraints of the SFDC CRM application coupled with a good understanding of the business processes (Sales, Marketing, etc.)
• Knowledge of Agile development practices, particularly sprint planning and assessment.

DAMAC Properties