Manager - Business Technology Infrastructure Projects
1. Job Purpose
Ensure timely and quality delivery of infrastructure and operations improvement projects to support Business Technology Infrastructure Strategy and the smooth operation of Dubai Airports Technology Infrastructure systems and growth for all customer groups.
The position will work with Business Technology teams, internal and external stakeholders to establish and deliver a pipeline of improvement projects to ensure Dubai Airports existing infrastructure can keep pace with the growth of the business. This role will ensure that these projects are well planned, managed and delivered through the use of Dubai Airport’s project management processes, there is also a requirement to integrate with the Business Technology Programme delivery team, that will deliver new large scale infrastructure such as new airports and terminals.
Ensure the project risks and cross-projects dependencies are identified and managed effectively with other Business Technology units and implement requirements from Risk Management and Architecture Group.
Build and manage a testing environment to support BT infrastructure development and ensure the project deliverables are compliant with Business Technology quality assurance standards.
2. Minimum Qualifications/Education/Experience/Training/Knowledge
Qualifications and Education:
Degree Level or minimum Bachelor’s Degree holder.
PMBOK, PMP, ITILv3 Foundation qualifications would be preferable
The jobholder should have 10 to 12 years’ experience of managing projects for complex technology systems in process driven, customer centric industries. Experience of transforming a business from legacy on premise solutions to IaaS is preferable. Supporting the deployment of SaaS is also a benefit.
They should be experienced in project management lifecycle and delivery for small to medium size IT infrastructure projects and managing multiple teams with varied deliverables. In addition, they should have a knowledge for infrastructure architecture, solution design, resources and communication management.
Knowledge of the aviation industry and aviation solutions is preferable but not mandatory
Knowledge of project management and implantation approach is preferable
Knowledge of infrastructure architecture is preferable
Knowledge of Oracle and SQL database platforms is preferable
Knowledge of ITILv3 and ISO20000 is preferable
4. Communication and Working Relationships
The jobholder will be able to communicate at a variety of levels both internally and externally. Able to develop and maintain strategic relationships with key internal customers as well as stakeholders and vendors.
The jobholder is expected to form strategic relationships with Heads and Directors across the business.
Areas within scope:
· Project management and Delivery
· Infrastructure and operation Project Risk and Quality Management
5. Key Dimensions and Related Job Results
The jobholder will be responsible for AED 5m Budget. ( Are you sure of this budget number for project delivery )
5 Direct Reports 0 Indirect Reports
The jobholder will be ensuring successful initiation, planning, design, procure, execution, monitoring, controlling and closure of infrastructure and operation improvement projects in compliance with DA project and Portfolio Management guidelines and Standards.
The jobholder will also ensure the testing environment is available to support BT infrastructure development
6. Operating Environment
The jobholder will be required to adopt a flexible approach to working hours, including out of hours visits to review the operational performance of the business and business systems as required. The jobholder must have the ability to cope with the demands and complexity of the critical airport systems.
Knowledge of Technical Solutions such as, but not limited to:
· SaaS (Box, Okta, ServiceNow, Splunk, Tableau)
· IaaS (Azure, AWS)
· Networks (Cisco, Aruba, HP, Juniper)
· Service management tools (HP, CA, SCCM)
· Integration platforms (Websphere, Biztalk)
· Database platforms (Oracle SQL)
· Infrastructure Monitoring tools
· Project Management tools like Radar and Microsoft project
Head - Service Management
The role is expected to lead service management team to deliver great customer service every day and work with other business technology teams to develop service support process for new services and streamline the existing processes.
The role is expected to manage the relationship between Business Technology and Dubai Airports technology users, be the first point of contact for business escalations and accountable to provide 24/7 Technology Service Support for internal and external stakeholders.
The role will develop ways to improve efficiency and grow its responsibility to ensure that speed of incident resolution and request fulfillment are continuously improved. Leading the service delivery and operation team so that it can ultimately handle at least 85% of all incidents and requests without escalation to other technical teams.
The role will be responsible to design and manage SLA’s and OLA’s with Business Technology Customers to ensure all the targets are met.
The role will be responsible to manage the entire lifecycle of the Business Technology Assets with a focus on the efficiency of each asset.
Ensure standardized methods and procedures are used for efficient and prompt handling of all Changes to BT infrastructure to minimize the impact of Change related Incidents and consequently to improve the day-to-day operations.
2. Minimum Qualification/Education/Experience/Training/Knowledge
Qualification and Education
- Degree Level or Minimum Bachelor’s Degree Holder
- PMBOK, PMP Qualification would be preferable
- ITIL V3 Expert Qualification are required.
The Job holder should have 10 to 12 years’ experience of managing technology services in process driven, customer centric industries.
They should be experienced in implementing ITIL V3 processes and tools in the Enterprise, Managing information technology Asset Portfolio with excellent knowledge of standard change management methodologies and change assurance.
They should have good experience in managing customer service by implementing efficient service management process and leverage the technology to automate and simplify the service provisioning and support procedure.
· Knowledge of the Aviation industry and aviation solution is preferable but not mandatory
· Knowledge of Implementing IT Service Management process is Mandatory
· Knowledge in Implementing IT Service Management tools in Enterprise is Mandatory
· Operating knowledge of ITIL V3 and ISO 20000 is Desirable
· Knowledge in customer relationship
· Knowledge of the existing technology services and current schemes at Dubai Airports, or similar airports/organizations
- Communication and working relationships
The Jobholder will be able to communicate at a variety level both internally and externally. Able to develop and maintain strategic relationships with key internal customers as well as stakeholders and vendors. Expected to hold service performance review with internal partners.
The Job holder is expected to form strategic relations with Heads and Directors across the business and become a trusted advisor in service Management.
Area within Scope:
- 24/7 Service and Service Desk Management
- Change Management
- Asset Management
- Key Dimensions and Related Job Results
The Job Holder will be responsible for AED 10M Budget.
3 Direct Reports 30 Indirect Reports
The job holder will be responsible for the advancement and compliance of Technology services and assets in line with DA business requirement and future plans
- Operating Environment
The Job holder will be required to adopt a flexible approach to working hours, including out of hours visits to review the operational performance of the business and business system as required. The job holder must have the ability to cope with the demands and complexity of the critical airport systems.
Knowledge of technical solution such as but not limited to:
- SaaS (Box, Okta, Splunk, Service Now, Tableau)
- Desktop Performance Monitoring tools
- Desktop Management tools like SCCM
- Asset Management tools like Maximo
- Infrastructure Monitoring tools