Duties and ResponsibilitiesIdentify customer needs and oversee the service delivery activities within Dubai Tourisms business contextCoordinate the service delivery team manage conflicts and ensure the teams processes and tasks are carried out efficientlyLead the identification of cost reduction points in IT service delivery activities and take necessary actions to implement identified improvement pointsAssess customer feedback and using creativity to establish improve and refine the delivery of IT servicesBuild partnerships and liaise with internal stakeholders to determine Dubai Tourisms services delivery criteria and solutions for issues that may ariseConduct analysis on help desk requests IT inquiries and complains regarding to network software and hardware related issues to identify root causesLead the IT operations performance monitoring and reporting activities identify risks issues and propose solutionsManage the help desk team evaluate help desk performance and take necessary actions to improve the team performanceContribute to improving customer support by resolving escalated queries and handling complaintsLead the development of periodic reports on help desk teams productivityManage medium to high operation projects in IT implementation area e.
g. hardware software networkReview third party providers proposals for Dubai Tourisms IT operations related needs and provide information to selection processReview third party provider e.
g. consultants performance during IT operations related activities and ensure that deliverables are aligned with organizations prioritiesReview the access levels granted to employees to ensure that IT systems reflects Dubai Tourisms authority matrixManagerial ResponsibilitiesContribute to setting the departments operational plans and ensure the cascading of such to the employees individual objectives.
Monitor sections performance and issue periodic reports that reflect the overall performance to continually measure overall sections and individual performance against set objectives.
Provide formal and informal feedback to optimize the teams performanceProvide insight on the development of the sections talent capabilities through proactively assessing existing talent gaps and providing recommendation to advance the existing skill baseParticipate in the development and implementation of sections policies and procedures to ensure full adherence to organizations operational standards.
Other ResponsibilitiesEnsure own and subordinate adherence to all relevant environment health and safety policies and procedures to foster a culture of attention to health and safety that complies with the standards of DTCMComply with all DTCM Code of Conduct clauses to ensure a positive office environment that fosters respect professionalism happiness and transparency.
Lead by example and ensure any acts of incompliance with DTCM code are addressed appropriatelyMaintain the highest level of confidentiality by practicing information security protocols and remain abreast on new threats risks or breaches of security that can jeopardize own or other colleagues security and confidentialityIdentify HSE objectives and suggest management programsProvide necessary information to QHSE internal auditsIdentify HSE related risks and opportunities and propose mitigation strategiesPrepare HSE related reports and submit them for reviewPrepare any HSE related policies processes procedures or other documents