Information Technology Manager

Role Overview

The Technology Manager – Client Solutions is responsible for designing, delivering, managing, and supporting technology solutions for external clients.
This role acts as the primary technical owner across multiple client accounts, ensuring solution quality, SLA compliance, security, scalability, and customer satisfaction.

The Technology Manager works closely with sales, pre-sales, project teams, and clients to translate business requirements into reliable, scalable technology implementations.

Key Responsibilities1. Client Solution Architecture & Delivery

• Design end-to-end technology solutions based on client business needs
• Define system architecture, integrations, cloud infrastructure, and security models
• Oversee implementation of CRM, ERP, HRMS, messaging platforms, cloud, and custom applications
• Ensure solutions meet performance, scalability, and compliance requirements

2. Client Account & Stakeholder Management

• Act as the primary technical point of contact for clients
• Participate in client meetings, requirement discussions, and solution presentations
• Manage client expectations, scope, and change requests
• Ensure high client satisfaction and long-term relationship growth

3. Project & Delivery Management

• Plan, execute, and monitor client projects from kickoff to go-live
• Manage timelines, budgets, deliverables, and dependencies
• Coordinate internal teams (developers, engineers, support)
• Ensure on-time, within-budget delivery across multiple client engagements

4. Operations, Support & SLA Management

• Oversee post-implementation support and managed services
• Ensure SLA adherence (uptime, response time, resolution time)
• Manage incident, problem, and change management
• Drive continuous improvement and proactive system optimization

5. Security, Compliance & Risk Management

• Implement security best practices for client environments
• Ensure compliance with data protection and industry standards (GDPR, ISO, SOC, etc.)
• Conduct security reviews, audits, and vulnerability assessments
• Manage disaster recovery, backup, and business continuity planning

6. Pre-Sales & Solution Consulting

• Support sales and pre-sales teams with technical inputs
• Prepare solution architecture, scope documents, and effort estimations
• Participate in RFPs, demos, POCs, and technical presentations
• Recommend optimal technology stacks and pricing models

7. Team Leadership & Resource Management

• Lead and mentor delivery, support, and engineering teams
• Allocate resources across multiple client projects
• Conduct performance reviews and skill development
• Ensure team readiness for new technologies and tools

8. Vendor & Partner Management

• Coordinate with cloud providers, software vendors, and API partners
• Evaluate and onboard new technology partners
• Manage SLAs, contracts, and escalations with vendors
• Optimize licensing and infrastructure costs for clients

Key Skills & CompetenciesTechnical Skills

• Cloud platforms (AWS / Azure / GCP)
• Application architecture & system integration
• Databases & APIs
• DevOps, CI/CD
• Cybersecurity fundamentals
• CRM, ERP, HRMS, Messaging APIs (WhatsApp, SMS, Email)
• Agile / Scrum / ITIL processes

Client & Management Skills

• Strong client communication & presentation
• Solution consulting & problem solving
• Project & delivery management
• Commercial awareness & cost optimization
• Risk and escalation management

Qualifications

• Bachelor’s degree in Computer Science / IT / Engineering
• Certifications (preferred):
• PMP / PRINCE2
• ITIL
• Cloud certifications (AWS / Azure)
• Security certifications (optional)

Experience

• 6–12 years in IT / Technology Services
• 3–5+ years in client-facing delivery or solution management
• Experience working in IT services, SaaS, or system integrator environments

KPIs / Performance Metrics

• Client satisfaction & retention
• SLA compliance
• Project delivery success rate
• Revenue contribution / upsell support
• Incident reduction & system stability

Job Type: Full-time

Pay: AED5,000.00 - AED6,000.00 per month