General IT Services GM

Position Overview

As the General IT Services GM at Abdul Latif Jameel, you will play a pivotal role in driving the technological advancement and operational excellence of our diversified businesses across the Middle East, North Africa, and Turkey (MENAT) region. With a legacy spanning 75 years, our organization has evolved from a small trading enterprise into a regional powerhouse, representing world-leading brands and fostering mutually beneficial partnerships. This role requires a strategic leader with advanced technical expertise to oversee IT services, enhance software solutions, and ensure seamless operational support for critical business applications.

Key Responsibilities

The General IT Services GM will be responsible for a wide range of high-impact activities, including:

• Technical Leadership and Analysis: Provide expert analysis and recommendations to address complex technical challenges, ensuring alignment with business objectives and industry best practices.
• Software Development and Enhancement: Lead the design, configuration, testing, and implementation of new software modules, while also enhancing existing applications to improve performance, scalability, and user experience.
• Project Management: Develop and execute detailed project plans, conduct impact analyses, monitor progress, and ensure successful delivery of IT initiatives. Collaborate with cross-functional teams to define system requirements, priorities, and viable alternatives.
• Technical Training and Documentation: Develop and deliver comprehensive training programs, standard operating procedures (SOPs), and user guides to empower business clients and end-users with the knowledge to leverage IT systems effectively.
• Application Support and Troubleshooting: Provide high-level technical support to wholesale clients and dealers, addressing issues promptly to minimize downtime and ensure business continuity. Monitor and resolve application-related problems in adherence to service level agreements (SLAs).
• Business Process Optimization: Participate in the development of key business processes, including data modeling, system design, disaster recovery planning, and data conversion requirements. Ensure that IT solutions are fully aligned with operational needs.
• Quality Assurance and Compliance: Ensure that all developed software adheres to high-quality standards, performance benchmarks, and architectural best practices. Conduct thorough testing and validation to guarantee seamless deployment and user acceptance.
• Stakeholder Engagement: Work closely with business stakeholders to gather, document, and prioritize requirements. Facilitate clear communication between technical teams and end-users to ensure that IT solutions meet evolving business needs.
• Change Management: Pilot newly developed modules, monitor their performance, and oversee their deployment into production environments through structured change management procedures. Ensure full awareness and adoption of new enhancements among application users.
• Performance Monitoring: Conduct regular data analysis to assess the effectiveness of IT solutions and identify opportunities for continuous improvement. Provide insights to senior leadership to support data-driven decision-making.

Key Accountabilities and Performance Indicators

The General IT Services GM will be evaluated based on the following key performance indicators:

• Timely delivery of software development and enhancement projects with minimal defects.
• Effective resolution of application-related issues, ensuring high availability and adherence to SLAs.
• Successful implementation of new modules and enhancements, with full user acceptance and adoption.
• High-quality technical documentation, training materials, and SOPs that empower end-users.
• Proactive identification and mitigation of risks to ensure business continuity and operational resilience.
• Strong collaboration with cross-functional teams to align IT initiatives with strategic business goals.

Job Context and Requirements

This role requires an advanced understanding of software design, configuration, testing, and implementation, with a focus on delivering high-performance solutions that drive operational efficiency. The ideal candidate will possess a strong technical background, exceptional problem-solving skills, and the ability to lead teams in a dynamic, fast-paced environment. Proficiency in programming logic, system flow documentation, and project management methodologies is essential. Additionally, the candidate should demonstrate excellent communication skills to bridge the gap between technical teams and business stakeholders.

The General IT Services GM will operate under general supervision but will have the authority to make critical decisions related to daily functional operations. This role is instrumental in shaping the technological future of Abdul Latif Jameel, ensuring that our IT infrastructure remains robust, scalable, and aligned with the evolving needs of our diverse business portfolio.