Group Manager - IT Service Delivery

  • Evolvence Knowledge Investments
  • Dubai, UAE

Group Manager - IT Service Delivery

Job advert

Evolvence Knowledge Investments owns and operates Repton School Dubai, Repton School Abu Dhabi & Foremarke School Dubai and has several other education focused interests across the region. Our schools operate in the premium sector of the market, and consistently deliver the highest levels of progress and attainment in UAE for inclusive schools, testament to the quality of the academic and support staff we hire and develop in our organisation.

Two of our schools have already achieved the Apple Distinguished School accolade, and the next stage of our development is to develop a clear strategy relating to both Academic and Back Office platforms to support the delivery of world-class education in our schools.

This position is pivotal in our growth journey, by working with academic and operational leaders to develop a holistic strategy to support the group’s technology needs in the years ahead, whilst taking the lead on front-line service improvements in helpdesk and IT support.

The position carries the following major deliverables:

  1. Scoping of stakeholder requirements, driving thoughtful discussions not just about today’s needs, but also future needs to get to crux of business requirements and translate them into clear.
  2. Line management of technical support staff across all schools, evaluation and optimization of front line support services and  delivery of customer satisfaction improvements.
  3. Establish project methodology for all technology projects, ensuring design and delivery of technology solutions are within scope, budget and delivered on time.
  4. Continuously complete environmental scanning on developments in corporate and education technology to ensure the Group is informed and aware of current and future trends in technology.
  5. Development of business continuity protocols to prevent catastrophic loss of data or service through loss of power, equipment failure or security breach.

The role holder will be a key advisor to the business and the Director of IT, and a key part of the Group's Digital strategy team. We're seeking strategic level individuals with experience of leading multiple cycles of major systems implementations in large, multil-site organisations preferably with experience outside UAE.

 

Pay is commensurate with experience, with exceptional employee benefits including upto AED85,000 tuition fee remission against school fees in any of the Group's schools or nurseries.

Requirements

Knowledge, Skills and Experience

  • Bachelor’s Degree in Computer Science or a related field
  • Experience in front-line service desk and service improvement
  • Exceptional clarify of thought leadership, and written and verbal communication, interpersonal
  • Experience managing a team across multiple sites and working to resolve complex problems across multiple sites
  • Previous working experience in Microsoft AX 
  • Six sigma black belt / PMP desirable

A qualified candidate should have a minimum of 5 years of experience in helpdesk, network support, service delivery management.