eXp@t JOBS: IT VENDOR – DELIVERY MANAGER ~ Telco Operator ~ Doha, Qatar

We are looking for “IT VENDOR – DELIVERY MANAGER” for a fulltime opening with our client’s office in Doha, Qatar. Client is GSM Telecom Operator.

Interested applicants please apply to: ashish@webecome.com highlighting current and expected salaries:

POSITION: IT VENDOR – DELIVERY MANAGER

DEPARTMENT: Global Technology / IT

REPORTS TO: Chief Information Officer

Role Background

The company’s operations in Qatar is the first start up in nearly 10 years. The company started its customer services in Q1 2009 and as such requires a new set of IT systems.

The approach taken to deliver IT within Qatar is driven down domains. There is a total of 15 domains across IT.

Due to the approach to keep a small local team to the deliver each domain this will be done using a vendor based / out-sourced approach. Examples of domains are: Web&On-line, Retail, Customer Care, Data Warehouse.

The role will cover multiple IT domains and required the individual to have in-depth expertise and industry experience in at least two of them.

Given the nature of the role the individual needs to possess a broad range of skills and experience including:

vendor and contract management, outsourced skills, as well as delivery and programme management experience. As such the role has been graded as a Senior Manager.

The role requires the individual to operate at a senior level locally but also globally. Particularly given there are the broader responsibilities to create IT domain services that can be re-used by other opco’s.

Role Purpose

The role will be responsible for the “end to end” delivery of multiple IT domains. The delivery of those domains to be achieved through the selection and management of 3^rd party IT vendors and supplier.

In order to ensure the end to end delivery of these domain services the role will be to drive and enable the delivery of each domain bring to play following the following skill set :

o Vendor management

o Domain expertise

o Delivery and Programme management

o Operational knowledge and assessment.

The IT vendor / delivery manager role will also include being responsible for selecting the right vendor that meets the required price point, functionality, quality of service and timeline to support the business.

The role includes end to end responsibility which means that accountability for the performance of the vendor and/or service in operations is also within the scope of responsibilities.

This role will be responsible for covering two primary domains and one secondary domain :

§ domain name 1 (primary)

§ domain name 2 (primary)

§ domain name 3 (secondary)

Ensure that the principles are adhered to within the domain solution.

Key Accountabilities

Vendor Management – Delivery

Accountable for IT vendor selection and contract negotiation as appropriate for the domain. Within the domain there may be multiple vendors
Accountable for contract and relationship management (both internal and external) with all key IT vendors within the domain.
Accountable for aligning the Vendor processes, structures and rewards with the requirements.
Accountable for any contractual changes and ensuring Global involvement, approval if required.
Accountable for ensuring the Partner Management (including the Contract & Vendor Management) strategies are well understood, integrated and executed across technology and the business.

Vendor Management – Operations

This aspect of the roll will involve working and aligning closely with the IT service manager. The delivery manager will be involved taking his/her domain into operations and then handing it over to the IT service manager. Activities include:

Accountable for ensuring the contracts deliver against the agreed KPI’s and SLA’s.
Accountable for managing the risk associated with the contracts during the business as usual operations of the service.
Responsible for ensuring that the quality of service performance delivered by Vendor meets contractual KPI’s and to ensure that these meet business needs.
Lead actions to improve partner/vendor performance e.g. escalations, operational quality improvements, continuous improvements.
Responsible for Initiation of Benchmarks and Audits

Delivery / Programme Management

Enable appropriate delivery of the domains under your responsibility; on time, to budget, to quality. Including:

§ Where required produce programme definition, programme financials, planning, risks, issues & dependencies reports.

Coordinate milestone management of programmes.

§ Co-ordination of Vendor / the company’s Group programmes with peers.

§ Leadership, management and coordination of stake holders within the Group / Vendor delivery where appropriate.

§ Ensure the domain programmes and/or release work streams under your remit are co-ordinated with the rest of the company’s Technology.

§ Provide programme management to ad hoc investigations / projects at both the programme level issues; including feedback collection to presentations, OpCo platform status reports, knowledge transfer to projects etc.

Domain Expertise

While the company’s approach to IT domains is to outsource it is the company’s belief that the knowledge and expertise of the domains is critical to its success. As such the individuals responsibilities include:

§ In depth technical knowledge of the domain.

§ In depth vendor knowledge of the player within that domain

Project / programme deliver of the domain.
Broad Mobile / IT industry experience.

§ Strategic understanding of where the specific

§ Understand of the pitfalls to watch out for and advantages that can be taken when implementing or operating this domain

Communication and Reporting

§ Appraise, align and co-ordinate with the communication office, etc.

§ Produce / Review / Maintain regularly various reports to ensure:
Visibility of main dependencies between global and local programmes.

§ Where required produce programme definition, programme financials, planning, risks, issues & dependencies reports

Agree and communicate, and ensure consistent compliance by all programme functions where required.
Ensure all stakeholders are aware of / agree to the status of issues and risks.

Single Point Of Contact For Domain

Provide a single point of contact and co-ordination for the company both into and out of the business, Group and vendor/s

Provide links to Global services and support
Ensure best practise between Op Cos.
Provide link to Global Vendor as appropriate for particular Op Co.
Effect implementation ability in Op Co implementation
Communication To Op Co (see point x)

Vendor Relationship / Account Management Responsibilities

Establishing and managing the on-going relationship with the vendor/vendors within the domain including being the primary interface for all activities related to the company’s IT implementation issues and where appropriate operational issues :-

§ Account management involves managing the account with OpCo customers. It is expected that this aspect of the role requires close co-ordination with the company’s commercial, technology and HR organisation.

Consult and influence the Senior Management in their strategic planning; support Middle Management in tactical and operational tasks.

§ Undertake pre-sales support, briefing and feedback of the company on Global initiatives and new projects.

Where required utilise the Global vendor relationship to resolve Local Vendor relationship or delivery issues.

Defining plans for improvement based on satisfaction review outcomes.

External Focus

Managing the relationship with the Vendor on strategic, tactical and operational level to ensure partnership working.
Manage local business relationship to ensure co-operative working.
Driving and aligning cross-vendor processes in order for all in- and external stakeholders to deliver on their objectives.

Decision / Issues / Escalation management

This is a senior role with end to end accountability and as such the role will require the management of decisions and issues both at a Global and the company level in both directions :

§ Manage vendor issues and escalate (through Global channels when required), until closure.

§ Ensure correct linkage between any such escalated issues and programme / project plans.

§ Manage business and programme risks, including the development of contingency plans.

§ Where required also the management of escalation with the Vendor.

Conflict Handling:

Initiate and facilitate open discussions on different views w.r.t. project execution
Ensure full understanding of the needs and expectations of each party
Proactively take adequate actions if a conflict arises; gather facts and figures
Advice management in taking decisions to resolve a conflict

Company’s IT Responsibilities at regional and group level

The primary focus of the role is at the company level. However within this remit the domain managers have a responsibility to ensure their domain solution is capable of being regionalised or re-used by other Op Co’s within the group.

This is in part embodied by delivering the IT solution in line with the new company’s Way.

Skills and Experience Specification :

· At least 10 years Programme Management experience including a minimum of 3 years of Mobile telephony environment.

· Knowledge and experience of Account Management responsibilities within large corporates.

· Minimum of 5 years experience in managing change programmes, either business or organisational change programmes.

· Experience in the management of outsourcing projects and the issues faced.

· Track record in managing and delivering multiple concurrent work packages in an international organisation.

· 3 years managing direct reports of which 2 years should ideally be in an International context

· Experience of managing and delivering integrated projects on a Global basis (Multi-Country roll-outs)

· International experience and background in a complex multi business environment essential

· Operational business background and experience desirable

· Ability to accomplish goals in traditional and matrix organisations preferable

· Proficient in planning, building and reporting against capex and opex budgets

· Experienced in Programme management methodologies and processes, progress reporting, risk management, project management tools, project planning and control techniques

· Experience in managing complex programmes with a proven track record in programme delivery

· Knowledge and experience of IT systems through the full life cycle of analysis, design, development and implementation.

· Strong leadership, communication and negotiation skills

Personal Specification :

· Ability to influence stakeholders in key positions

· Enthusiastic, organised, discipline and motivated

· Excellent oral/written communication skills

· Excellent analytical/ problem solving skills

· Proven software development & deployment management experience covering the end-to-end product lifecycle with at least 10 years of Technology experience.

Interested candidates please send in your resumes in the form of a word document immediately. You are also requested to put in the following details in your cover note –