About the Role
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This role is an exciting opportunity to join a leading education provider in the UAE, responsible for shaping the future of the Charter schools under management. The Senior Manager - IT will lead IT service operations across the Charter schools, ensuring that technology services are secure, reliable, consistent, and closely aligned with the priorities of the schools and the group as a whole.
This senior role sits at the intersection of strategic and operational leadership, overseeing service management, compliance, incident and problem management, change enablement, asset lifecycle, supplier performance, budget control, and continuous improvement. As the senior operational owner for the technology service model within Charter schools, this position is instrumental in translating group strategy into actionable plans.
Responsibilities
Strategic Service Leadership and Governance:
- Lead IT service operations for Charter schools, establishing service direction, governance models, standards, controls, and performance expectations.
- Translate Group Digital and Enterprise Services strategy into actionable operating plans, service targets, lifecycle priorities, and measurable outcomes.
- Oversee the Charter Schools IT service management framework, including incident, request, problem, change, knowledge, service catalogue, configuration, asset, and service level management.
- Serve as the senior escalation point for major service issues, operational risks, and service failures.
- Implement reporting and governance routines to support performance oversight and continuous improvement.
Operational Delivery, Risk, and Compliance:
- Oversee daily technology operations across Charter schools, ensuring all systems are operational and ready for academic activities.
- Ensure preparedness for key academic events, inspections, and critical business periods.
- Collaborate with various infrastructure and service teams to ensure seamless service delivery and operational changes.
- Maintain compliance with relevant standards, policies, and safeguarding expectations.
- Lead communication during outages and significant disruptions, ensuring timely and accurate updates for stakeholders.
Educational Technology and Transformation Delivery:
- Drive the adoption of educational technology and digital learning solutions across Charter schools.
- Ensure operational delivery of technology projects meets scope, budget, and compliance needs.
- Engage in project planning and execution, from design to post-implementation review.
- Ensure ownership and support arrangements are established for new or changed services.
Asset, Supplier, and Financial Governance:
- Manage technology lifecycle processes comprehensively, from acquisition to disposal.
- Ensure accurate asset records are maintained using approved platforms.
- Lead procurement and supplier management to ensure value for money and quality service.
- Oversee the IT budget, including financial forecasting and risk management.
People Leadership and Stakeholder Management:
- Lead and develop school-based IT and AV teams, setting clear objectives and performance goals.
- Foster strong relationships with school leadership and other stakeholders to facilitate effective communication and support.
- Translate technical information into business impact and recommendations for senior stakeholders.
Qualifications
Minimum Qualifications:
- Bachelor of Science in Information Technology, Computer Engineering, Electronics, or Communications Engineering.
- ITIL V3 or V4 Certification is mandatory, or an ISO equivalent.
Minimum Experience:
- At least 10 years of progressive experience in IT service management, with a focus on multi-site service delivery, budget control, and supplier management.
Job Specific Knowledge & Skills:
- Strong leadership skills in IT service operations and governance in a multi-site environment.
- Proficient understanding of ITIL practices and school technology operations.
- Familiarity with cybersecurity, data protection, and compliance requirements.
- Strong financial management and reporting abilities.
- Excellent communication skills to influence stakeholders and lead under pressure.
What We Offer:
We provide an attractive remuneration package that includes a range of benefits. Our commitment to professional development ensures staff have access to a wide network of professionals and opportunities for training and personal growth. We are dedicated to fostering a diverse and inclusive work environment and encourage applications from UAE Nationals. Our organization prioritizes the safeguarding and welfare of children, requiring all staff to share this commitment.
