Technology Lounge (Majlis) Country Manager - KSA

Line of Service

Internal Firm Services

Industry/Sector

Not Applicable

Specialism

IFS - Information Technology (IT)

Management Level

Manager

Job Description & Summary

At PwC, we measure success by our ability to create the value that our clients and our people are looking for. Our reputation lies in building lasting relationships with our clients and a focus on delivering value in all we do. We’re a network of firms in 152 countries with more than 328,000 people who are committed to delivering world-class capabilities and quality in assurance, tax and advisory services.

Established in the region for over 40 years, PwC Middle East employs over 10,000 people across 12 countries: Bahrain, Egypt, Iraq, Jordan, Kuwait, Lebanon, Libya, Oman, Qatar, Saudi Arabia, Palestine and the United Arab Emirates. Complementing our depth of industry expertise and breadth of skills is our sound knowledge of local business environments across the Middle East region. Our tailored solutions help our clients meet the challenges and opportunities of doing business in the Middle East market, and beyond.

Line of Service: Internal Firm Services (IFS)

IFS is a network of specialist support professionals, which includes Clients & Markets, Finance, Human Capital, Marketing & Communications, Office Management, Risk & Quality, Technology, to name but a few. Each function plays a vital role in making sure we have all the right resources, services and technology across our business.

Managing IT Operations (Desktop, Network, Collaboration, Printers)

• Ensure the smooth running of the IT operations in the field, including user support, IT systems, network services, communications, and connectivity;

• Provide guidance and support to field office IT staff as they perform troubleshooting and maintenance tasks on the servers, PCs, and other devices;

• Network configuration assessments, and implementing Hardware/ software upgrades and improvements;

Country Leadership Stakeholder Management

• Maintain collaborative relationships with Country Leadership.

• Manage and ensure feedback of country key stakeholder responses and requests to technical teams are responded to within agreed quality and timescales.

Country Resource Management

• Lead people, hours and shifts: this will include staff and team scheduling,

• Make sure all required responsibilities within the country are defined and staffed with appropriately skilled personnel.

• Participate in capacity modeling and forecasting over the Technology’s planning or budgeting cycle.

Country Project Support

• Assist in planning and executing TechMajlis rollout projects and system implementations in the field in an organized and effective manner.

• Assist in planning and managing new office build outs, and office moves

Country Budget Management

• Forecast future budget needs for the country, Review country budget and Suggesting spending improvements that decrease costs.

Country Service Improvement Planning

• Proactively reviews information in conjunction with service level agreements to identify any capacity issues and specifies any required changes.

• Monitor country services and initiates actions to resolve any shortfalls according to agreed procedures.

• Develop, and implement new IT procedures in the field and review and enhance existing procedures.

Country Local Comms. Management

• Oversee local communications, ensuring the message is consistent and engaging.

• Collaborate with field teams to draft and roll out messages for local content.

Country Asset Management

• Ensure the implementation of the asset management strategy across the country.

• Provide guidance on country asset management including areas such as -but not limited to- the maintenance of hardware assets, licensing of software, protection of intellectual property, and legal obligations.

• Manage tools, techniques and processes to create and maintain an accurate asset register.

Country Key Vendor/Supplier Management

• Facilitate and maintain relationships between TechMajlis and country vendors/Suppliers, negotiating contracts, creating standards for the vendors, and finding the best available vendors.

Country Training Demand

• Identify and assess the training needs of the Techmajlis team through job analysis, career paths and consultation with managers.

• Effectively manage the training budget.

Country Demand Management

• Apply techniques to control the demand upon a particular resource or service.

• Forecast, plan country demand and provide reports concerning demand management

• Develop routine and ad-hoc country demand reports for management.

Country Customer Satisfaction

• Ensure that customers have a positive experience with TechMajlis service.

• Participate in Operations reviews of TechMajlis service covering Country customer Satisfaction, SLA performance, Operational metrics (Ageing tickets, Tickets quality, IT assets allocation/deallocation etc.)

• Improve customer interactions with all country services and employees within a TechMajlis through the collecting and analysis of customer satisfaction data.

People Management

• Develops hiring recommendations and assists in recruiting efforts

• Works and teaches employees framework for making decisions independently

• Allows employees discretion in choosing appropriate methods for completing work

• Gives timely feedback and specific examples as needed; confronts poor performers directly with an actionable development plan to address deficiencies

• Ensures others have the resources to pursue independent action and promotes decision making and creative problem solving at all organizational levels

• Demonstrates trust in others by delegating responsibility, but holds employees accountable for achieving results; publicly acknowledges effective performance and celebrates successes

• Coaches employees on ways to enhance their level of performance and develop their skills (with a typical focus on developing teams that can run autonomously)

• Demonstrates the ability to manage and leverage the talents of a diverse team or staff when driving results

• Retain the best people and manage exits professionally.

• Seek out feedback from people, and use that feedback to develop my team

• Create an environment that is psychologically safe where techies ask for and give feedback as a means for constantly improving the work we do.

• Embolden my direct reports to make decisions themselves. I have chosen to delegate areas of importance and responsibility to members of my team when they have shown potential, capability, and are passionate about the outcome.

Experience:

• A minimum of 7+ years of experience leading infrastructure/data center teams.

• Excellent knowledge of technology environments, including networking, telecommunications, networks, security, data centers, and desktops.

• Experience building a highly resilient and fault-tolerant IT infrastructure.

Certifications:

• PMP Certification (or equivalent in Six Sigma, Agile, or Scrum methodologies).

• Other certifications such as ITIL, CISSP, CISA, PRINCE, AWS, CPA, CRISC or PMI may also be relevant.

Education:

• Bachelor’s and Master’s Degrees in fields like Computer Science, Engineering, Business/Administration, Technical, Project Management, MBA, or Information Systems.

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)

Required Skills

Optional Skills

Desired Languages (If blank, desired languages not specified)

Travel Requirements

Available for Work Visa Sponsorship?

Government Clearance Required?

Job Posting End Date