Head - Digital and Enterprise Service Delivery

Aldar Education is currently seeking an outstanding Head – Digital and Enterprise Service Delivery.

As the leading education group in Abu Dhabi, we provide inclusive and innovative learning that inspires and empowers communities. We offer a range of brands for all learners in our community, from nursery through to adult education. We offer the broadest choice of curricula. In the largest number of locations in Abu Dhabi.

Starting with one school and 250 students in 2007, Aldar Education has grown into a highly sought after education provider, now supporting over 38,000 students in 28 schools and a growing network of almost 5000 educators, with over 100 nationalities, offering a wide range of curricula and ancillary services such as a Teacher Training Academy.

Working collaboratively, our education network’s purpose is to empower the next generation to shape our future, directly supporting the educational goals of Abu Dhabi’s government. Today, Aldar Education’s efforts are guided by the Abu Dhabi Economic Vision 2030 plan, which aims to build a sustainable knowledge-based economy through premium education.

The Head of Enterprise Service Delivery leads the strategy, operations, and quality of IT Operations. The role is instrumental to drive centre of excellence and deliver an exceptional IT service to schools and corporate across Aldar Education group, through the deployment of IT Service Management best practice and world-class operations.

Minimum Qualifications

• Bachelor’s degree in computer science, Information Technology, or similar.
• Expert Knowledge of IT Service Management (ITIL V4 Managing Professional or equivalent)
• Project management frameworks and principals.
• Knowledge of ISO 20000, 27001, 22301, and other relevant standards is important.
• Strong knowledge in Technology Stack including Networking, Applications, Device management

Minimum Experience

Minimum of 10 years of technical and Digital management experience. Education sector experience is highly desirable.

Job Specific Knowledge & Skills

• Ability to mentor and lead IT technical and support specialists to nurture customer relations and continuously enhance the service quality.
• Exceptional Digital skills and tools including tools like Jira, Confluence
• Exceptional communication skills both in written and verbal form to convey instructions and sensitive information down the line. The clarity of these communications will determine how effectively the business is supported, directly impacting customer satisfaction
• Strong knowledge of Enterprise Service Delivery and Operations to achieve stability and reliability.
• Strong knowledge of significant experience in a leadership role within device management, endpoint engineering, or a related field.
• Hands-on Knowledge of procedures used for installation, modification, maintenance and repair of IT network hardware appliances, virtual appliances, and software.
• An expert in service desk management driving SLA
• An expert in service assessment, identifying process gaps, and forecasting future organizational needs.
• Impeccable organization skills of self and others.
• Solid technical knowledge to lead technical experts.
• Excellent problem solver with advanced critical and strategic thinking skills
• Passionate and skillful in business process improvement and service quality improvements.
• Experience in applying new systems and processes to streamline workflow in complex organizations.
• Strong Customer service and conflict resolution skills
• Significant project management experience
• Strong relationships and governance skills.

What we offer

Aldar Education offers an attractive remuneration package including medical & life insurance, flights, and education benefits. Our employees have access to a wide network of professionals and opportunities to lead and contribute to training others as well as developing themselves.

Aldar Education is keen to hear from like-minded, forward-thinking leaders who would welcome the challenges and opportunities that we have to offer.

This job description is not all-inclusive. Aldar Education reserves the right to amend this job description at any time. We are an equal opportunity employer, committed to a diverse and inclusive work environment. We are also mindful of our national development strategy and encourage UAE Nationals to join our company.

Aldar Education is committed to safeguarding and promoting the welfare of children and young people and expects all staff to share this commitment. Offers of appointment are subject to satisfactory references and police clearance.

Main Duties

Services & Operations

• Accountability for Enterprise Service delivery & operations, including Service desks, School IT Operations and Device Management.
• Management of Digital and Enterprise Service Delivery.
• Management and enhancement of an ITIL based Service Desk covering incident, problem, and Change Management practices.
• Leadership of the Change Advisory Board for all infrastructure and support changes.
• Establishing SLA's & OLA & Workforce planning & management.
• Leadership for the end user experience including service desk, and IT asset and device management operations.
• KPI planning, management, monitoring, enforcement, and continuous improvement of deployed services.
• Relationship Management with senior & C-suite stakeholders, nurturing trust and transparency.
• Contribution toward the IT department's projects pipelines in the form of creation of annual projects, enhancement initiatives, problem & change tasks.
• Overall accountability for the IT hardware and software inventories across all schools.
• Overall accountability for all the IT Service Desk data and logs, covering SR, Incidents, Changes, CI’s, CMDB and inventories.
• Lead, deliver and maintain Device Strategy and implementation across schools
• Delivery of a cost-effective model including continuous improvement.
• Serve as the primary point of contact for senior leadership and other departments, presenting complex technical issues in an accessible manner and gathering feedback to improve services.

Device Management

• Develop and execute a comprehensive device management roadmap and strategy that aligns with overall business objectives and growth..
• Establish and enforce policies and procedures for device provisioning, deployment, maintenance, security, and retirement, ensuring compliance with industry standards and regulations.
• Liaise with external manufacturers and third-party support providers to evaluate new technologies, manage contracts, and ensure high-quality service delivery. Responsible for major changes and releases, architecture improvements, network and data security and automation of IT infrastructure monitoring and management processes.
• Implement modern classrooms using several Digital technologies.
• Implement robust endpoint security measures, manage patching and updates, and monitor device health to protect the corporate network and data from unauthorized access
• Profound knowledge in device management including AV hardware, modern technologies, end user devices.
• Accountable and drives modern technology use for users, at an optmimum costs.
• Ownership and management of devices across the user base and venues.

IT General Management

• OPEX / CAPEX Budget creation, analysis and monitoring.
• Ensure adherence to AE IT Department standards, vision and yearly KPI’s.
• Support the Director of Digital and Technology in establishing policy and governance documentation.
• Assist the Director of Digital and Technology in delivering exceptional service delivery to users.
• Provide weekly/monthly status reports to Director.
• Work in partnership and collaboration with stakeholders and drive accountability for the IT procurement processes and service delivery.
• Collaboration with other IT functions to integrate, design, upgrade and/or commission new school projects.