Senior Manager Service Delivery (UAE National) – Department of Tourism and Commerce Marketing – Dubai, United Arab Emirates

Duties and Responsibilities:

  • Identify customer needs and oversee the service delivery activities within Dubai Tourism’s business context
  • Coordinate the service delivery team, manage conflicts, and ensure the team’s processes and tasks are carried out efficiently
  • Lead the identification of cost reduction points in IT service delivery activities and take necessary actions to implement identified improvement points
  • Assess customer feedback and using creativity to establish, improve, and refine the delivery of IT services
  • Build partnerships and liaise with internal stakeholders to determine Dubai Tourism’s services, delivery criteria, and solutions for issues that may arise
  • Conduct analysis on help desk requests, IT inquiries and complains regarding to network, software and hardware related issues to identify root causes
  • Lead the IT operations performance monitoring and reporting activities, identify risks/ issues and propose solutions
  • Manage the help desk team; evaluate help desk performance and take necessary actions to improve the team performance
  • Contribute to improving customer support by resolving escalated queries and handling complaints
  • Lead the development of periodic reports on help desk team’s productivity
  • Manage medium to high operation projects in IT implementation area  (e.g. hardware, software, network)
  • Review third party providers proposals for Dubai Tourism’s IT operations related needs and provide information to selection process
  • Review third party provider (e.g. consultants) performance during IT operations related activities and ensure that deliverables are aligned with organization’s priorities
  • Review the access levels granted to employees to ensure that IT systems reflects Dubai Tourism’s authority matrix


Managerial Responsibilities:

  • Contribute to setting the department’s operational plans and ensure the cascading of such to the employees’ individual objectives. Monitor section’s performance and issue periodic reports that reflect the overall performance to continually measure overall section’s and individual performance against set objectives. Provide formal and informal feedback to optimize the team’s performance
  • Provide insight on the development of the section’s talent capabilities through proactively assessing existing talent gaps, and providing recommendation to advance the existing skill base
  • Participate in the development and implementation of section’s policies and procedures to ensure full adherence to organization’s operational standards.


Other Responsibilities:

  • Ensure own and subordinate adherence to all relevant environment, health and safety policies and procedures to foster a culture of attention to health and safety that complies with the standards of DTCM
  • Comply with all DTCM Code of Conduct clauses to ensure a positive office environment that fosters respect, professionalism, happiness and transparency. Lead by example and ensure any acts of incompliance  with DTCM code are addressed appropriately
  • Maintain the highest level of confidentiality by practicing information security protocols and remain abreast on new threats, risks, or breaches of security that can jeopardize own or other colleague’s security and confidentiality
  • Identify HSE objectives and suggest management programs
  • Provide necessary information to QHSE internal audits
  • Identify HSE related risks and opportunities and propose mitigation strategies
  • Prepare HSE related reports and submit them for review
  • Prepare any HSE related policies, processes, procedures or other documents

Job Details

Posted Date: 2020-05-12
Job Location: Dubai, United Arab Emirates
Job Role: Information Technology
Company Industry: Tourism, Museum, & Cultural

Preferred Candidate

Career Level: Management
Nationality: United Arab Emirates
Degree: Bachelor’s degree

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