Senior IT Support Engineer

1 week ago


Riyadh, Saudi Arabia Serco Plc Full time

Senior IT Support Engineer - Saudi National
Make a difference every day

The Job Opportunity

Serco Saudi Arabia (SSA) will be acting as a managing agent that is responsible for a project that will act and serve as a luxurious tourist destination. KSA is a key focus for Serco Middle East and our goals are aligned to the Kingdom’s Vision 2030.

The key purpose for this role will be to manage the service operators of the following transport modes:
Air (Private Planes & Helicopter, etc.)
Sea (Marine fleet & water taxis, sea freight etc.)
Land - Road (cycle, cars, buggy, buses etc.)
Land
- Logistics (vans, staff buses etc.)

Key accountabilities

Driving and delivering end to end contracted IT Services to contracts, that are safe, high quality, financially viable and operationally functional.
Working closely with Head of Contract Management and functions to digitize current manual process using automation tools
Ensures all contractual KPIs/SLAs are reported and achieved in line with agreed SLA
Ensures that contracted services are run and operated to ITIL Good Practices.
Ensures that a catalogue of available services is created and maintained and that service level agreements are complete and cost effective.
Ensures that service delivery is monitored effectively and that identified actions to maintain or improve levels of service are implemented.
Ensures that operational methods, procedures, facilities, and tools are established, reviewed, and maintained.
Support the Head of Contract Management to manage emergency events (Major Incidents) affecting the Contract
Ensures Change process for all IT/Technology Services delivered, is adhered for all Changes
Develop plans, reports, and trend analysis to highlight key challenges

Strong stakeholder management capabilities and able to build trusting relationships with the business and peers within Serco and the contract. Organisationally astute - able to operate effectively within a complex corporate environment undergoing significant change. Able to easily identify with the business issues and able to proactively manage risks and commercial exposure.
Innovative - able to convert stakeholder requirement into workable solutions. Good technical understanding and background is advantageous Strong planning and control experience

Specific Requirements

5 years plus experience of managing within a complex project and operations management environment and preferably in the transport industry
Bachelor’s degree in Computer Science or equivalent
ITIL V 3.0, Service Management qualification preferred
Excellent knowledge of systems, software, technologies communication and suppliers to support business needs with particular emphasis on Microsoft based products.

Working with Serco
At Serco, not only is the nature of the work we do important, everyone has an important role to play.

We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

J oin Us

By joining Serco you will have unlimited access to our Global Employee Networks - SercoInspire (Gender), SercoEmbrace (Multicultural), and SercoUnlimited (Disability). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.

We take pride in what we do



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