Summary Description

Automotive; manages day to day relationship with entity, oversees the projects, demands, and IT services related to his/her assigned entity. IT Service Manager ensures that IT services are up and well-maintained at all times within the assigned entity.

Key Accountabilities

• Acts as a single point of contact for all IT requirements at entity.
• Participates in forming the strategic vision of IT services & related budgets for the entity.
• Participates in the decision making process related to IT initiatives with other line managers at entity and develops the roadmap of digital transformation and continuous IT improvements at entity.
• Identifies IT training requirements at entity.
• Monitors the compliance with service level agreements (SLAs) with GIT and external vendors.
• Reviews timesheets of vendors and confirms the hours spent on different activities.
• Acts as an Application administrator for selected core applications.
• Performs Root Cause Analysis on repeated support tickets and recommend resolutions.
• Develops and inculcates the culture of IT Business Relationship framework in automotive entities.
• Ensures customers’ priorities for new or changed products and services, in alignment with desired business outcomes, are effectively established and articulated.
• Ensures conflicting stakeholder requirements are mediated appropriately.
• Handles stakeholders’ complaints and escalations well through a sympathetic (yet formal) process.
• Tracks customer and technology trends that could impact customer perception and service provision.
• Keeps a strong relationship with principle vendors of automotive and implement the technology best practices which they developed over the years.
• Fosters relationship with vendors of automotive core solution, engagement applications such as portals, mobile apps to ensure the relevance of its purpose for the future.
• Identifies, manages, assesses, responds and controls risks and Issues.
• Oversees the operations and health of the IT services for the assigned entity.
• Ensures efficient flow of change requests.
• Enforces central IT policies, processes and standards within the entity.
• Develops and review the architecture documents for all IT services and applications’ landscape within the entity.
• Acts as a product manager for the main core solution and ensures its adoption, operation, documentation, roadmap, and security to be of the highest standards.
• Evaluates the utilization vs. perceived benefits of projects.
• Captures the lessons learned and develop continual improvement plans.
• Handles matrix reporting to the entity’s GM and to central IT department.
• Acts as a change manager at the entity responsible for promoting the adoption of IT systems.
• Acts as a liaison between the IT team, end-users, and management to facilitate a seamless adoption of existing tech systems and the transition to new technologies.
• Drives user engagement, provides support, and champions change efforts to maximize the benefits of IT system adoption.

Skills & Experience:

• Project Management
• Excellent business acumen in Automotive Industry
• Excellent business Process knowledge of Automotive business including Vehicle Sales, Spare Parts, Services, CRM & Finance.
• Good Technical Knowledge of Autoline System.
• Good technical knowledge (focus on help selecting solutions, and maintain them)
• Good Knowledge of Database Management and report building using SQL Report Builder
• Good understanding of the UAE regulation for Automotive business
• Excellent documentation skills of the AS-IS vs. To-Be scenarios and related ROI
• Good knowledge and expertise in architecture
• Knowledge of Automotive Solutions such as Autoline, Autoline Drive, SAP DBM , TitanDMS etc… is an added value
• 8-12 years of IT and business/industry work experience and 4-6 years in similar role in UAE
• Develops and delivers presentations, training sessions and demos

Competencies:

• Analytical skills
• Interpersonal skills
• Commercial awareness
• Communication skills
• Team working skills
• Ability to motivate people
• Management and leadership skills
• Coaching skills
• Business relationship management skills

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