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    Senior IT Operations Business Partner - Dubai, United Arab Emirates - WSP in the Middle East

    WSP in the Middle East
    WSP in the Middle East Dubai, United Arab Emirates

    Found in: Talent AE C2 - 1 hour ago

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    Full time
    Description
    We are WSP - Join us and make your career future ready

    Think bigger scale. Think higher profile. Think ground-breaking. Join WSP, and you'll be at the heart of an international collective of innovative thinkers, all dedicated to growing and sharing their expertise, working on projects that transform society for all of us.

    WSP Middle East is seeking a highly motivated IT Operations Business Partner accountable for the delivery of Operational IT Services and to ensure they are meeting the needs of the business, are cost-efficient, deliver innovation & performance improvement, and easily enable the business to service their clients.

    The role is accountable for working with the wider Enterprise IT organization and partners, to ensure existing & new services are delivered to a high standard and work in constant partnership with the business to ensure service excellence.

    Your new role, what's involved

    Leadership

    • Leadership of Operational IT Services and resources across the Middle East region
    • Establish a team ethos, drive collaboration, promote ways of working and ensure the guiding principles are embraced and upheld.
    • Create the necessary conditions for the service delivery resources to achieve their objectives by communicating the vision and value of WSP, conducting diligent performance management and setting clear objectives for the team.
    • Act as an advocate for the IT operating model
    • Establish and ensure adherence to standard working practices and processes across the function.

    IT Service Management & On-Site Support

    • Provide strategic focus enabling service delivery team to focus on delivering service improvement to drive business value.
    • Develop and drive a Service Improvement Plan with corresponding KPIs to continually drive improvement.
    • Develop (in conjunction with the Change Business Partner) regular stakeholder forums and service reviews to ensure service continuity, continual productivity and targeted delivery of innovative technical solutions.
    • Demand management and analysis of IT service needs
    • Communicate needs and priorities to the wider IT function
    • Responsible for the relationship with Enterprise IT, other IT Partners, external partners and counterparts for the countries in scope.
    • Act as an escalation point for the team on significant business affecting issues, focus on achieving results
    • Assume responsibility for the contract with our IT partners for countries within remit, track performance and financials
    • Monitor the level of IT services provided by Enterprise IT, working with key Enterprise IT stakeholders to review delivery.
    • Provide input into budgeting and forecasting cycles as required.

    Project Management & Workplace Services

    • Ensure the delivery of all technical projects and liaise with enterprise PMO team to ensure appropriate project governance, allocated resources (where required) and accountability.
    • Act as an escalation point for the team for any project related issues, or delays or impact to service delivery.
    • Drive excellence in project management delivery and reporting to business stakeholders & Leadership.
    • Investigate & implement innovative workplace solutions (e.g. Meeting room connectivity) to improve business connectivity and workplace integration.
    • Develop & Drive technical IT Training

    IT Asset Management

    • Provide strategic ownership for IT Software Asset Management (SAM) and IT Hardware Asset Management and Procurement processes.
    • Drive improvement in IT SAM process, providing leadership & guidance that delivers improved visibility of software utilization, improved cost management for re-charges, and SAM product strategy.
    • Support the IT Software Asset Manager and act as point of escalation and engagement with Enterprise IT in driving the identification of IT Software Costs.
    • Develop & deliver a Process Improvement Roadmap that drives correct behaviors in software asset management & deployment, including accountability, transparent Roles & Responsibilities (RACI), and agreed KPIs / OKRs with BU Stakeholders.
    • Support and manage relationship between IT Asset Management and Procurement and investigate/recommend efficiencies in hardware & software procurement.
    • Drive Technology Refresh Planning in conjunction with Enterprise standards
    • Drive improved Vendor Relationship Management, including supplier performance management (SLA / KPI's)

    We'd love to hear from you if you have:

    Minimum Qualifications:

    Personal:

    • Strategic IT Operations leader with 15+ years of experience.
    • Ability to write and express ideas clearly in English.
    • Proven decision making through impact analysis, critical thinking, and structured problem resolution.
    • Be comfortable with ambiguity and prepared to work in an agile, flexible method.
    • Commercial mindset based on experience of doing work for clients or P&L responsibility.
    • Thrive on change and engender a collaborative approach.
    • Demonstrated knowledge and experience in delivering Operational IT services compliant to information security practices.

    Leadership:

    • Proven experience of strategic line management and the development of individuals (Teams of 30+) within a matrix organisation structure across the GCC region.
    • Ability to drive performance and focussed on achieving results.
    • Actively removes any boundaries to create an environment that promotes and encourages teamwork across the IT organisation.

    Business Partnership:

    • Proficient in strategic business partnering with a passion for developing relationships.
    • Strong customer awareness and a proven track record of ensuring the stakeholder inclusivity.
    • High level of engagement to develop effective working relationships at all levels across the business
    • Ability to quickly gain the confidence of the business and colleagues through excellent communication and influencing skills.
    • Proven experience of developing formal structure for service delivery / business partnership reviews and escalations (e.g. KPI, strategic demands for new technology).

    Technical:

    • Proven experience of managing an operational environment ensuring service levels meet customer needs.
    • Proven knowledge of basic budgeting and accounting practice
    • ITIL v3 (or 4) certification in one of more of the following: Service Strategy, Service Design, Service Transition, Service Operation, Continual Service Improvement
    • Practical knowledge of Agile methodologies and frameworks
    • Experience of implementing ITIL processes within a service management organisation
    • Proven experience of using / deploying Software Asset Management processes and tools

    Education:

    • Bachelor's degree in Information Systems Management, Computer Engineering, or Computer Science.
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