OQ8 - Head, IT Operations

Description

Summary: Lead and manage IT Operations for OQ8, overseeing help desk, IT service management, infrastructure, cloud, back office, and SAP support services. Highlights: 1. Lead and manage IT Operations with delegated authority 2. Oversee Help Desk, IT Service Management, and Infrastructure 3. Manage SAP support services and IT back office operations **Job Title**Head, IT Operations **Company**OQ8 **Function** IDS – IT Operations **Location** Oman (Muscat) **Budget control** \*OPEX and/or CAPEX and/or Revenue amount as relevant\* **Reporting to** VP, IDS \& Facility **Direct reports** 2 **Job Purpose:** Lead and manage the team and activities for IT Operations at OQ8, under delegated authority from VP, IDS \& Facility as owner of IT Operations standards \& solutions for OQ8, through: * Lead the Help Desk and End User Support * Lead the IT Service Management * Lead the IT Infrastructure \& Cloud * Lead IT Back office \& Demand * Lead SAP support services The position will act in accordance with the OQ8’s Mission, Vision, Values \& Strategies, as well as, policies, guidelines and standards, supported by an IT Technology platform, HSE standards, Omani’s government \& other legal justifications, and best international practices in consonance with national objectives. **Main Accountabilities:** * Manage day\-to\-day IT operation services * Ensure that transitioned services have been developed to meet Operational and Service Level Requirements * Monitor, measure, report and review current performance of services and components in the enterprise IDS environment and ensure IDS capacity meets business needs * Maintain a single source of consistent information on all IDS services delivered to the business Units / functions (active and dormant services) * Plan, direct and coordinate operations of the Service Desk and End User Support for OQ8 * Assess and evaluate change requests and ensure proposed changes are implemented with minimum disruption of services being delivered * Plan and oversee the successful roll\-out of IDS service changes into the live environment * Ensure Configuration Items are identified, accounted, reported, verified and audited. * Manage and support live application \& database technical environment on a day\-to\-day basis * Implementation, operational management and ownership of all technical security areas * Enforce information security procedures \& compliance across IT systems \& services * Ensure that practices and procedures are in place to recover technology infrastructure in the event of a disaster * Oversee the successful roll\-out of IT operations projects * Manage service providers and monitor SLA compliance to ensure effective service delivery and timely resolution of operational issues. * Prepare and present regular IDS performance reports covering service levels, incidents, capacity, risks, and improvement actions. * Manage IDS demand, portfolio planning, and technology roadmap execution in alignment with business priorities and enterprise architecture. * Oversee IDS back\-office operations, budget management, procurement, contracts, and financial governance. * Oversaw daily SAP operations, addressing system issues promptly to minimize business disruption * Lead and govern SAP support services to ensure reliable, secure and business\-aligned service delivery. Key interactions **Internal:** all OQ8 Functions **External:** Staffing specialized Contractors, Vendors \& Suppliers Notable working conditions: office\-based environment with intensive computer screen use and occasional visits to operational sites. **Education requirements** Bachelor’s degree in IT, computer science, Engineering or relent field. **Background and experience** Competencies and skills * 14 years of relevant experience * Experience in IT Operations (systems analysis, networks, Data Centre, IPT, MS, platforms, tools and technologies relevant to infrastructure development inclusive of 5 years’ experience in a similar IT environment within a large industrial organization, preferably in the Oil and Gas industry) * Experience of leading cross functional teams delivering IT service and managing IT service * Experience of working with multiple third\-party vendors * Preferred certifications: Industry certification in IT infrastructure (e.g. CCNP, AWS, CompTIA, DCDC, MCSE, etc.), IT Service Management (e.g. ITIL, etc.) * Proven experience in managing SAP application support, IT service delivery, demand management, project portfolios, and vendor\-managed services. * Strong experience in budgeting, procurement, contract management, and governance within a complex enterprise environment. * Exposure to SAP S/4HANA, SAP SuccessFactors, SAP Fiori, SAP BTP/CPI, and enterprise application ecosystems is highly desirable. **Soft \& Leadership:** * People Leadership / People Management * Effective communication and interpersonal skills * A highly analytical and strategic thinker * Ability to manage and direct activities of others in a multi\-project environment * Ability to build, maintain and extend relationships across the organization * A strong entrepreneurial flair and commercial acumen * Ability to perform business and process analysis * Understanding and experience in administration of large scale networks * Excellent problem\-solving, Analytical and organisational skills **Technical:** * Proficiency in M/S Office. * Projects management * QA / QC Knowledge. * Contract Administration (Development / Review). * Structured System Analysis, System Design * HP networks, Cisco networks. * Strong knowledge of Data Centre \& advanced technical infrastructure skills * Excellent Project management skills * Working knowledge of best practices in information technology management and ability to work to a high degree of accuracy * SAP AMS Vendor Management \& SLA Governance * Budget Planning, Financial Control \& Cost Management * Procurement, Contract \& Commercial Management * Demand Management \& Portfolio Governance