IFS - IT - IT Country Lead - Senior Manager - KSA
PwC - PricewaterhouseCoopers, Saudi Arabia

Experience in operating cloud based collaboration systems ( Office 365, G Suite)

Experience in OS Image deployment and software distribution solutions ( SCCM, Workspace one,)
Experience in Operating and supervising a service desk operations, providing oversight over performance improvement, reporting, SLA Monitoring and KPI
commitments End User Peripherals (laptops, Macbooks, Mobiles..) Stock management and procurement forecast Asset Management oversight reporting
and KPI commitment management Hands on coordination and involvement in regional and Global Projects, to
ensure best customer experience and service is provided. Work with IT country and functional leads to streamline Customer Experience across the Middle East
Manage Global and Regional Projects to ensure on time delivery, and operational transition

Requirements: The candidate will be achievement oriented with the ability to be flexible and adaptive on a daily basis. He will be able to work independently and as part of a team with a fast pace and a high energy that will translate into a high quality output.
Education: Bachelor’s degree or equivalent in relevant subject areas such as computer Science, Information Technology. Proven experience in the following:

Telecom and communication Systems Cloud Backup operation implementation and support. Image deployment and software distribution

Technologies . Video Conferencing Technologies Collaboration and Audio Visual Systems.

Years of Experience: 10+ years of relevant experience in Data Centers, IT infrastructure, and IT Operations implementation, and support with direct
interaction with business users, preferably within a professional services environment. Knowledge in (Project Management methodologies). Excellent
organisational skills, having the ability to prioritise workload whilst being resilient and being able to cope well under pressure and meeting tight deadlines.
Proven IT skills in the following programmes (Microsoft Office, G Suite)

Language Skills: Excellent communication skills (verbal and written). Fluent in English but multilingual Arabic speaker preferable. The ability and willingness to
re-locate within the Middle East where the role dictates. Design & Improve customer experience

Begin with understanding each customer and their specific need. Then, set a clear vision so that the entire process is transparent
for the client and they know what to expect.
Build strong relationships with the business that are fostered by gathering customer feedback in real-time.
Creating Data-driven insights out of this feedback to inform the Technology strategy
Manage a team across the territory and provide a consistent client experience
Empowering end-user technologies ( Servicenow, Workspace One ) with a focus on service management.
Support digital operations and emerging technologies and leverage synergies
As a Customer Experience Lead at PwC Middle east, you’ll get to do more than a job description. You’ll showcase your expertise
in innovation and client centricity. More specifically, you’ll get to Champion opportunities to consistently Improve the PwC professional experience
Drive customer retention, reduce churn, and increase customer satisfaction
Guide team in effective client issues resolution and handle any escalations
Create a Client-centric culture within the team
Develop listening points in the customer journey, define segmentation of the customer base and varying
strategies, and identify opportunities for continuous improvement
Test new strategies for driving customer value

Additional information
Opportunity for working from home? Yes

Amount of time client based - 0%
Opportunity for job sharing? No
Need to travel/overnight stays away from home? Yes, occasionally
Opportunity for flexible working (hours)? Yes
Amount of time PwC office based - 100

The following skills are required for this role:
Able to assess, understand and define how IT services and products contribute to the operation of the business (in business
terms). This includes being able to have discussions with business contacts and vendors to agree and optimise product strategies and
plans
To be able to understand strategic and operational technology environments and services and how they come together to underpin
the product. This includes being able to work with technology representative EAs, TDAs and vendors) to understand operational
performance and agree technology plans to improve product performance
To be able to define, agree and monitor service and quality levels for the enterprise/strategic product(s)and report these in
meaningful ways to all stakeholders
To be able to work with finance representatives and other product owners to understand and analyse the end-to-end costs
associated with the enterprise/strategic product(s) and to identify opportunities for improvement
To be able to construct, agree and oversee the implementation of Service improvement plans (SIPs)
To be able to work with Relationship Managers to provide appropriate communication to the Business on the value of the IT
services and products, the roadmaps, issue resolution, and end-to- end performance of the services and products.
The ability to build relationships and work collaboratively and influence senior IT contacts, notably in the UK and US and with
senior business contacts and strategic 3rd party product providers

Be able to take a holistic view of how IT services operate and apply this to the planning/structuring of the live services and products.
Be a proactive, self-starter who is able and willing to challenge operational norms and propose solutions and alternative operating modes to complex, IT wide issues
Be well organised and have good oral and written communication capabilities
Be able to collate, analyse, report and present technical, financial and statistical information in a way that is meaningful and relevant to their audience
The ability to take a lead role in business and technology teams
The ability to lead/coach/manage people/teams and to adopt the People Manager role for members of the ME IT Service Delivery Metrics that matter

Net Promoter Score (NPS)
Customer Satisfaction (CSAT)
Customer Effort Score (CES)

Education(if blank, degree and/or field of study not specified)

Degrees/Field of Study required:Degrees/Field of Study preferred:

Certifications(if blank, certifications not specified)

Desired Languages(If blank, desired languages not specified)

Travel Requirements

0%

Available for Work Visa Sponsorship?

Yes

Government Clearance Required?

No

Job Rewards and Benefits