Responsibilities:
Accountabilities:
People Management:
- Accountable for employee discipline, time and attendance and resolving personal grievance/s in a timely manner
- Set performance objectives, provides necessary support, evaluates / appraises the team and provides regular feedback on performance leading to annual merit increase recommendations
- Provide top-down communication to employees and bottom-up feedback to the management.
- Comply with responsibilities defined in the BMM Annex B, section: Responsibilities of Line Management
- Resource in line with the agreed departmental budget
- Manage, guide and assist direct reports to perform their functional operations
- Promote a high-performance working environment in line with ISE s values
Planning and Strategy
- Contribute to the development of ISE s overall database of Application Services strategy
- Provide input for the development of the database of Application Services budgets, plans, and systems that will achieve the business strategic objectives
- Develop policies and procedures that align with the function and business strategy and requirements
- Identify and allocate the resources necessary to support the department strategic plans and objectives
Operation Management:
- Support the bidding team with bids, signing off elements of bid scope and cost relating to the service desk
- Make a successful contribution to ISE projects and services, applying ISE s standard processes
- Demonstrably adhere to the processes that exist and assisting in ISE achieving and maintaining industry level accreditation and maximising customer satisfaction
- Complete development activities identified in approved development plan
Application Database Service Management :
- Develop and disseminate best practice across all ISE application database team
- Management, Resource balancing and seconding staff to specific ISE accounts to meet local SLAs and CSAT requirements with the minimum number of staff possible.
- Responsible for delivering the ISE database of application services within agreed budgetary requirements
- Act as point of escalation for individual accounts
- Responsible for the appraisal and development of site-based team leads, taking appraisal performance feedback from the site operations manager
- Ensure compliance to regulatory requirements in relation to computerized systems, data and system access controls;
- Participate in third party audits focusing on the same.
- Manage vendor relationships and coordinate activities and work efforts regarding specific projects and/or maintenance duties.
Reporting and forecasting :
- Ensure the reporting of budget forecasts for the application Database service tower
- Oversee the development of the Operating Plans for the tower
- Responsible for the resource forecasting for the tower
(Saudi National Only) A minimum of 5 6 years of experience in years in a similar setup is a must, preferably 2 years in a people management role Fluent in Arabic and English Bachelor s degree in IT is required Relevant technical certificates Knowledge of IT Service Framework Excellent Knowledge in Database of the application (SQL DB, Oracle DB)
