Head of IT Service Management
4 days ago
Delivery Hero SE is looking for a highly experienced Head of IT Service Management to lead and optimize our IT infrastructure, service management, and operations across our offices, dark stores, and cloud kitchens.
This is a senior leadership role based at our Riyadh HQ, critical to ensuring seamless IT operations that support our fast-growing business.
Responsibilities:- Lead and Mentor a Team: Lead and mentor a team of 10+ IT professionals, including managers, across helpdesk, infrastructure, and security functions. Ensure alignment with our objectives and foster a culture of continuous improvement.
- Design and Deploy IT Infrastructure: Oversee the design, deployment, and management of IT infrastructure, ensuring high availability, minimal downtime, and optimized performance across all locations, including dark stores and cloud kitchens.
- Manage Helpdesk and Support Services: Manage the IT Helpdesk, ensuring timely resolution of incidents and service requests, and maintain SLAs with a focus on operational excellence.
- Implement Security Policies: Implement and manage IT security policies, access control, and compliance with industry standards. Collaborate with the security team to ensure system protection and incident response.
- Oversee Call Center Technologies: Oversee call center technologies, ensuring seamless integration with business operations and continuous improvement of customer experience.
- Manage Vendor Relationships: Manage relationships with external vendors and collaborate with cross-functional teams to deliver IT solutions that meet business needs.
- Develop and Manage Budget: Develop and manage the IT operations budget, providing regular performance reports to senior leadership.
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