Abu Dhabi Islamic Bank Hiring for Manager, Modern Workplace and Support Services at Abu Dhabi Full Time

Manager, Modern Workplace and Support Services

United Arab Emirates

Job Identification   1516

Locations   Abu Dhabi, Al Bateen, Abdullah Bin Abdulaziz Al Saud St., Tower C6 , Abu Dhabi, AE

Job Description

Role: Manager, Modern Workplace and Support Services

 

Location: Abu Dhabi

 

Role Purpose:

 

To be responsible for the day-to-day delivery of IT Support Services to ADIB Group, including subsidiaries.

Define, develop, and implement the Information Technology Global Support Services strategy to achieve ADIB business objectives through an uninterrupted IT Services.

Perform a yearly review of the Services Operational Plan along with the required operational budget and contribute to the setting of the IT Division strategic plan; long term goals of efficient and effective Services that adapts to changing circumstances.

Implement service standards and develop common systems and processes based on industry best practice.

Maintain the modern workplace environment for ADIB users and ensure accessing collaboration services from the approved devices to increase users’ accessibility and productivity.

Responsible for the overall leadership and operations of the team, taking direct responsibility for their management and development. Staff Management responsibilities include line management of team leaders and recruitment of IT Support engineers and personnel’s within ADIB policies and guidelines. Maintain excellent interpersonal skills to direct, influence, develop, motivate the members, in addition to managing the IT Customer Relations for quality standards, user satisfaction and effective controls.

May occasionally be required to undertake duties outside of core hours including evenings or weekends where the business need arises, and to always ensure full compliance with all Data Protection policies and any relevant ADIB policies and guidelines.

Key Accountabilities of the role:

 

1. Strategy definition (10%)

 

Define, promote and assist in the implementation of strategies, policies and procedures that guide and shape the IT support service delivered to ADIB.

Required to undertake other duties from time to time of a similar nature as reasonably required by line manager or head of the division.

1. Technical Knowledge (15%):

 

Maintain an in-depth knowledge of technical specialists, and provide expert advice regarding their application

1. Financial Management (10%):

 

Develop the IT Support yearly budget requirements.

Work with leaders to develop the overall yearly ITD budget.

Always look for opportunities for cost saving and cost optimization such as identifying bulk purchasing opportunities whilst adhering to ADIB financial rules and regulations

1. Resource Leadership (20%):

 

Maintain excellent interpersonal skills to direct, influence, develop and motivate others

Line-manage all members of the team, to develop their skills both individually and as a team so that they can provide the best service to ADIB including the induction, appraisal, and performance management of team members.

Lead, manage and direct the team to support all aspects of the IT Support Service, taking operational responsibility for the team, including where day-to-day management has been delegated.

In addition to ADIB provided training and development, candidate to undertake sufficient personal and professional development as required, ensuring skills and knowledge are up to date so that the role is performed to the required level.

Some occasional travelling may be required, for example to user groups or conferences.

1. End User Configuration Management (5%):

 

To monitor and control end user Configuration Items (CI), including end user Software License and Hardware CIs

To ensure the integrity of the end user Configuration Data

1. IT Customer Relationship Management (10%):

 

Conduct service reviews with Business and IT sections

Maintain excellent interpersonal skills in order to manage the IT Customer Relations for quality standards, user satisfaction and effective controls.

Communicate effectively acting as a key liaison with customers, team members and colleagues across ADIB.

1. Financial Management of IT Services (10%):

 

Maintain a service catalogue with service cost if possible.

Maintain a charge back module if possible.

1. Documentation / Process Ownership (5%):

 

Responsible to take ownership, maintain or delegate the maintenance of Support Services related documentations of Policies, Standards and Procedures.

Analyses business processes identifying alternative solutions and recommending new approaches. Help establish requirements for the implementation of changes in business processes.

Design and create structured documentation that deals with complex information and manage the configuration of documentation items and files, within own area of responsibility.

1. Maintain the collaboration and Office 365 SaaS services

 

Maintain the stability of the collaboration and office 365 service in all ADIB offices.

Offer proper solutions for ADIB users to utilize the services from office and remotely.

Ensure the team upskilling to support the users on all services and on all platforms.

 

 

Specialist Skills / Technical Knowledge, Technical Competencies Required for this role:

 

Excellent Customer Services Skills

Excellent Solution Architect

Influencer

Strategic Thinker

Agile developer and implementer

Professional Certification: ITIL Service Management

Team Building and Team Leadership

Sound Technically to direct and lead in decision making

Previous experience:

 

15 years’ experience out of which 10 must be within similar position with a reputed Financial or IT organization.