JOB PURPOSE
Own the run-side of the Group's application estate: the services that keep enterprise and business applications available, performing and supported after go-live, across the Group and its subsidiaries, executed primarily through outsourced IT Managed Services.
Resolve a known gap in the operating model (unclear accountability for post-go-live application support) by owning a disciplined handover model from delivery teams into operations, and directing outsourced managed services to clear, measurable service outcomes.
The role is for a UAE National
ROLES AND RESPONSIBILITIES
Application Operations & Managed Services:
Own application operations across the Group's estate: availability, performance, incident and problem management.
Direct outsourced IT Managed Services for application support, with clear scope, service levels and performance management.
Own systems administration for enterprise applications in coordination with platform and security teams.
Support Handover & Transition:
Own the application onboarding and support handover model from Enterprise Solutions and platform teams into operations.
Enforce operational readiness criteria before go-live: documentation, monitoring, support model and knowledge transfer.
Eliminate ambiguity in post-go-live accountability between delivery and operations.
Service Delivery & Performance:
Manage service delivery against service levels across entities, with transparent reporting and structured improvement.
Run major incident management for application services with clear communication and post-incident reviews.
Contribute application service definitions to the Group's service catalogue and chargeback model.
Continuous Improvement & Automation:
Drive shift-left: problem elimination, self-healing, monitoring and automation to reduce incident volumes.
Use operational data to feed technical debt and improvement priorities back to platform and solution owners.
Standardize support processes and tooling across entities.
Vendor & Commercial Management:
Manage managed services contracts, performance and commercial discipline for application services.
Ensure capacity flexes to demand across go-lives, peak cycles and subsidiary onboarding.
Leadership & Talent Development:
Build and lead the application services team and direct outsourced delivery partners.
Develop service management depth and support Emiratization objectives.
What This Role Is Not:
Not a solution delivery or enhancement role; build and change are owned by Enterprise Solutions.
Not a body-shop coordination function; the role directs managed services to outcomes, not activity.
This role owns the run-side of the Group's applications: available, supported and continuously improving.
RELATED YEAR OF EXPERIENCE
Minimum of 10+ years in application operations, managed services or IT service management leadership within large organizations.
YOE IN MANAGERIAL POSITION
Minimum of 2+ years of managerial experience in a related field.
FIELD OF EXPERIENCE
Application support at group or multi-entity scale through outsourced managed services
Service management disciplines: incident, problem, change and service level management
Support transition and handover models between delivery and operations
TECHNICAL AND INTERPERSONAL SKILLS
Operationally rigorous; service levels and handover criteria are commitments, not aspirations
Firm counterpart to delivery teams: go-live requires operational readiness, not just functional completion
Strong vendor manager; converts managed services contracts into consistent performance
Improvement-driven; measures success by incidents that no longer happen
QUALIFICATION
Bachelor's degree in a relevant field is required
Master's degree is preferable