Title - IT Services & Operations Manager - Middle East (JR26-IT)

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Job Summary

The IT Services & Operations Manager is responsible for leading IT management across the Middle East region, overseeing day-to-day IT operations, service delivery, infrastructure, workplace technology, cybersecurity coordination, local application support coordination, and practical digitalization initiatives.

The role ensures IT services are secure, reliable, cost-effective, and aligned with business needs, India IT management, and Tractebel corporate standards across multiple offices and countries.

The position serves as the primary regional IT point of contact for management, employees, business functions, global IT teams, and service partners. The incumbent translates local and regional requirements into practical, supportable technology solutions, drives service quality and user experience, supports the adoption of approved corporate platforms, and coordinates with relevant application owners regarding enterprise systems such as SAP, Planisware, HRIS, ERP, CRM, and project portfolio management tools.

Key Accountabilities

1. IT Leadership & Management

Develop and execute the regional IT strategy and operating plan aligned with business objectives and corporate standards.
Lead regional IT operations, service delivery, infrastructure, workplace technology, local application support coordination, and digitalization initiatives across multiple locations.
Manage regional IT budgets, forecasts, procurement activities, sourcing coordination, contracts, licensing, vendors, and technology investments within approved governance.
Implement and maintain regional IT governance, procedures, controls, service ownership, reporting routines, and decision-making processes aligned with India and Tractebel IT standards.
Provide management with regular reporting on performance, risks, priorities, investment requirements, and transformation progress.

2. Digital Transformation & Innovation

Support the regional digitalization roadmap focused on operational efficiency, user experience, collaboration, reporting, and business support.
Identify opportunities to streamline processes and improve user experience through workflow automation and digital solutions.
Coordinate local implementation support, testing, access management, user communication, and adoption activities for corporate and enterprise platforms.
Drive approved digital solutions using Microsoft 365, Power Platform, SharePoint, Power BI, Teams, and related technologies.
Partner with business functions to gather requirements, improve business processes, coordinate change activities, and measure adoption and benefits realization.

3. Artificial Intelligence & Emerging Technologies

Develop and execute a practical AI adoption roadmap aligned with business priorities, security requirements, data readiness, and responsible AI principles.
Identify and prioritize AI use cases that enhance productivity, service quality, decision-making, knowledge management, and operational efficiency.
Lead the deployment and adoption of Microsoft 365 Copilot, AI agents, intelligent automation, and approved generative AI solutions.
Establish controls for AI security, privacy, data handling, access management, human oversight, risk assessment, and acceptable use.
Coordinate pilots, training programs, adoption campaigns, usage monitoring, benefits tracking, and continuous improvement initiatives.
Evaluate emerging technologies and recommend scalable solutions with clear business value and sustainable support models.

4. Infrastructure, Cloud & Workplace Technology

Oversee the design, availability, performance, capacity, security, and lifecycle management of regional infrastructure and workplace technology.
Manage Microsoft 365, Azure, Entra ID, Active Directory, Intune, endpoint services, networks, connectivity, meeting room technologies, and approved cloud services.
Lead or coordinate infrastructure modernization, cloud adoption initiatives, identity integration, endpoint standardization, and technical debt reduction.
Ensure effective monitoring, patching, configuration management, asset management, backup, recovery, and resilience controls.
Maintain and periodically test business continuity, disaster recovery, backup, and service restoration plans.
Optimize infrastructure costs, licensing, performance, and supportability while maintaining compliance with corporate architecture and security standards.

5. IT Service Management & User Support

Ensure consistent, responsive, and customer-focused support services across regional offices and remote locations.
Define service catalogs, support models, escalation procedures, service targets, SLAs, operational KPIs, and reporting routines.
Improve employee experience through self-service capabilities, knowledge bases, automation, proactive communication, and structured onboarding and offboarding processes.
Monitor service performance, user satisfaction, recurring issues, supplier performance, and continuous improvement initiatives.
Coordinate support for end-user devices, collaboration platforms, identity services, approved business applications, connectivity, printing solutions, and meeting room systems.

6. Cybersecurity, Risk & Compliance

Implement regional cybersecurity priorities and operational controls in alignment with corporate requirements and applicable local regulations.
Oversee identity and access management, endpoint protection, vulnerability management, secure configuration, data protection, and security monitoring activities.
Lead or support risk assessments, audits, compliance reviews, evidence preparation, remediation planning, and management reporting.
Maintain regional technology risk registers, control ownership, exception management, and risk mitigation actions.
Ensure security, privacy, compliance, and resilience requirements are incorporated into projects, contracts, digital solutions, and AI initiatives.
Promote cybersecurity awareness and responsible technology usage throughout the organization.

7. Project, Portfolio & Change Management

Lead regional IT projects and approved digital initiatives from requirements gathering through implementation, adoption, transition, and operational handover.
Maintain visibility of the IT portfolio, including priorities, scope, schedules, budgets, dependencies, resources, risks, and key decisions.
Coordinate cross-functional teams and external partners to deliver projects on time, within scope, and within budget.

8. Stakeholder & Supplier Management

Act as a trusted technology partner to leadership and business functions including HR, Finance, Operations, Projects, Business Development, Corporate Services, India IT, and Tractebel IT stakeholders.
Translate business requirements into secure, scalable, supportable, and cost-effective technology solutions and roadmaps.
Manage strategic suppliers, managed service providers, licensing partners, contracts, service reviews, escalations, and improvement plans.
Coordinate with India IT, Global IT, Cybersecurity, Architecture, Procurement, Legal, Compliance, and Business Application Owners to ensure alignment and delivery excellence.

Key Performance Indicators (KPIs)

Performance Area

Indicative Measures

Service Delivery

SLA achievement, resolution performance, backlog management, user satisfaction, major incident resolution, recurring issue reduction

Cybersecurity & Compliance

Projects & Portfolio

Delivery against scope, schedule, budget, quality standards, business acceptance, operational handover

Financial & Supplier Management Budget adherence, licensing optimization, supplier SLA performance, contract value realization

People & Capability Team performance, skills development, knowledge management, succession planning, collaboration, continuous improvement

Core Competencies

Strategic Leadership

Connects technology priorities to business strategy, regional requirements, risk considerations, and measurable outcomes.

Management & Execution

Provides direction, establishes accountability, optimizes resource utilization, and ensures delivery excellence.

Digital Transformation

Designs and implements scalable digital solutions that improve processes and business performance while ensuring strong adoption and measurable benefits.

AI Leadership

Drives responsible AI adoption, identifies high-value use cases, and balances innovation with governance and risk management.

Infrastructure & Cloud Expertise

Demonstrates strong knowledge of modern workplace technologies, identity management, cloud platforms, networking, endpoints, resilience, and lifecycle management.

Service Orientation

Builds high-performing support organizations focused on user experience, ownership, responsiveness, communication, and continuous improvement.

Cybersecurity & Risk Management

Applies a risk-based approach to security, privacy, compliance, resilience, and business continuity.

Stakeholder Management & Influence

Builds strong relationships across business and technical teams and communicates effectively with both operational and executive stakeholders.

Change Leadership

Leads organizational change through effective communication, training, stakeholder engagement, and adoption management.

Qualifications & Experience

Education

Bachelor's Degree in Information Technology, Computer Science, Information Systems, Engineering, or a related discipline.
Master's Degree in Information Technology, Business Administration (MBA), Digital Transformation, or a related field is preferred.

Professional Certifications (Preferred)

Candidates holding one or more of the following certifications will be highly regarded:

IT Service Management

ITIL Foundation / ITIL Managing Professional
COBIT (desirable)

IT Services & Operations Manager - Middle East - (JR26-IT)