Careers

Head of IT Support

The Head IT Support is responsible for the management of the end to end quality management system and quality plans that meet corporate objectives, business needs and the international standards. Aim at increasing productivity and maintaining high level of customer satisfaction through driving and facilitating continuous improvement and ensuring compliance to standards and policies.

Missions

• Manage the end-to-end planning management system and ensure alignment with corporate strategy, business needs and cope with international standards (ISO 9001, ISO 27001, COBIT, ITIL)
• Ensure that planning policy and governance model is adopted and aligned with the beIN Sport purposes and customer requirements, and review planning objectives with top management on regular basis.
• Oversee complete process framework as per the international best practices and standards, and continuously streamline critical IT division processes and other interaction processes to achieve best IT operations.
• Maintain complete and up-to-date documentation of the entire planning system; including documented and certified policies, objectives, manuals, standards, processes and procedures, measures, standards templates, necessary records and controls.
• Manage the integrated and structured performance system and dashboard KPIs for all IT components of departmental, systems, people and services targets and work with close coordination between all respective teams and stakeholders to monitor and optimize performance of the overall IT operations.
• Ensure performance system is based on customer feedback and experience as well as the IT platforms and systems performance and extracted measures, and analyse the results for assurance.
• Advise proper OLAs for the key and cross-functional processes within different IT/Technology teams and external teams when needed.
• Lead the efforts and work with different IT and other stakeholders to set and implement business continuity plans and procedures, to ensure critical operation processes and services are available to customers and other entities as per agreed service levels.
• Ensure appropriate communication process are established and top management is regularly updated and aware of the planning level and performance, and interact with concerned managers, business users, vendors, and other parties for improvement options and quality objectives.
• Guide problem resolution strategy is to ensure problems and issues related to quality are properly addressed and resolved
• Consult and provide feedback to other IT entities regarding planning, process and performance requirements and participating in developing SoWs, RFPs and evaluating proposals and responses.
• Manage the entire Planning & Governance section administrative responsibilities; staff issues, plans, objectives, appraisal, projects, budgeting and operational reports.
• Supervise the benchmarking and assessment programs for the entire IT quality system and process framework to cope with the international standards and best practices.
• Increase level of automation by identifying areas of process automation and recommending proper automation tools.
• Create awareness of the planning objectives and principles within IT and Technology management and different teams, and maintain management commitment to the quality plans and targets.
• Participate in the evaluation of the overall success and effectiveness of beIN Sport’s corporate services in relation to its strategy.
• Maintain up-to-date knowledge and future developments of IT process, standards, and technologies through continuous research, benchmarking and evaluation.
• Contribute to the IT and Technology strategic map, initiatives and plans.
• Assist the Department manager and director with governance and research tasks.
• Prepare management reports relevant to the job and submit it to department manager.
• Coach and train new employees within the section and other sections as needed.
• Perform other duties relevant to the job as requested by superiors.
• Maintain up-to-date IT service management framework and process knowledge.
• Support project management/ task manager teams with on-going projects as well as new projects.
• Participate and work with task force and special groups.