Manager Smart Services
- united arab emirates
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- Full time
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- On site
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- Deadline: 01/11/2024
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Are you a results-driven achiever with exemplary planning and organizational skills, along with a high degree of detail orientation? If yes, you might be the one we are looking for!
About the client
Our client is providing an advanced transport network for the people of Dubai. They have been high on the government’s agenda, which is evident from its initiatives to enhance the public transport facilities and improve roads across the emirate to make travel safer and smoother. Our client is responsible for planning and providing the requirements of transport, roads & traffic in the United Arab Emirates.
About the position
Operating and supporting digital services, including smart applications, services, digital channels and self-service devices, and managing all artificial intelligence applications and other operations related to the section’s roles to ensure that the company achieves the goal of leadership in the field of digital services in the Emirate of Dubai.
Key results accountabilities
- Asset Management and maintains of software licenses, smart applications, digital channels, access rights and authorizations, and ensuring the proper utilization of smart services assets by customers and users in accordance with the objectives assigned to them.
- Ensure the active operation and support of digital services, including smart applications, services, digital channels, self service devices, artificial intelligence applications, data science, and follow up on completion of processes related to digital services, payments, requests and incidents of digital services, as well as reducing interruptions on digital services.
- Manage Service Agreements through maintaining service level agreements with agencies and Sectors with a focus on technology support services and ensures that operations meet agreed service levels.
- Providing the necessary training and training material on updated digital services, artificial intelligent platform, and data sciences for call centers, in coordination with concerned in the department.
- Preparing and follow up the annual budget for the digital channel support and operation section, and ensure adherence to section budget.
- Supervise and ensuring the supplier’s adherence with provide agreed support for digital services as per the SOW and use Key Performance indicators (KPI) to monitor and enhance supplier performance.
- Responsible for managing and fulfilling services requests and incidents related to the support and operation of digital services including e-payment, SMS, smart applications, artificial intelligence and data science based on SLA.
- Executes risk assessment in the support and operation digital services section using relevant methodologies, and coordinate to develop precautionary measures and emergency plans.
- Verify compliance with technical governance standards, policies, and procedures followed.
- Perform other responsibilities related to the position as appropriate.
- Ensure availability of support platforms for digital services, in order to ensure business continuity according to the KPI in the contracts.
Knowledge, skills and experience
- Bachelor’s degree in Information Technology, Computer Science, or Computer Engineering from a recognized university.
- Results-driven achiever with exemplary planning and organizational skills, along with a high degree of detail orientation.
- Goal-driven leader who maintains a productive climate and confidently motivates, mobilizes, and coaches employees to meet high performance standards.
- Excellent service management skills to develop and direct service desk function.
- 7 years of working experience as a support services manager.
- Exceptional listener and communicator who effectively conveys information verbally and in writing.
- Ability to initiate and direct service improvement projects in support of strategic and operational goals.
Are you the one we are looking for ?
Are you the one we are looking for ?
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