IT Services & Operations Senior Manager
On-siteBeirut, Beyrouth, Lebanon
Job Summary
Lead IT services and operations by managing the entire business users community, resolving application and system issues, and ensuring smooth production environment support across all countries. Conduct life-cycle management for hardware, software, and licenses while designing budget models to drive cost optimization. Enforce policies for applications and data processing, oversee incident and problem management processes, and establish Key Performance Indicators for service delivery. Direct continuous improvements across teams to meet Service Level Agreements and compliance requirements, while assessing staffing needs and supervising team member performance. Collaborate with internal business partners and external vendors to translate business requirements into IT strategies and deliver on strategic objectives.
Required Qualifications
- Bachelor's degree in Information Technology, Computer Science or related discipline
- 8+ years of progressive business technology experience supporting IT environment, users, applications, and systems, delivering tangible results
- 6+ years of people leadership experience in building, managing, and developing high performing IT teams
- Strong communication skills to support and manage IT environment spread regionally across various countries and business models
- Strong experience in leading and managing technical support teams and IT service management processes, IT KPIs and service level agreements
- Proven prioritization experience with ability of balancing IT services and operational requirements and strategic business objectives
- Demonstrated ability to think and execute operationally, tactically, innovatively, and strategically
- Excellent problem-solving and critical-thinking skills to plan, support and execute business IT services and operations projects and activities
- Strong abilities to manage IT support and operations budgets and suggest areas of cost optimization and reduction
- Experience in managing relationships with IT business community users and leaders, IT vendors and suppliers ensuring performance and ethical practices aligns with Transmed requirements and values
- Full adherence to change management processes, and policies
- Driver's License
- Flexibility to Travel
Desired Qualifications
- Master degree in Business Administration (MBA) with focus on IT or relevant domain is a plus
- Project Management Professional (PMP) and or ITIL (Information Technology Infrastructure Library) is a plus
- Level 3 Service Management Framework qualification and knowledge of life cycle and /or capability elements of ITIL
- Hands-on experience of leading and managing IT business and customers focused teams
- Strong knowledge of IT Service Management framework, best practices, and standards
- Experience in FMCG industry with technical and operational capabilities is preferred
- Experience in delivering customers facing IT services and operations in a complex, matrix and integrated IT business environment
- Fluency in English - Arabic, French, Turkish and German is a plus
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