Job description
JOB PURPOSE Own the technology experience of every Aldar employee: the services, devices and workplace technology through which the Group's people work every day, covering service desk, end-user support, end-user software and devices, audio-visual and meeting room technology, and technology support for corporate events.
Shift end-user services from reactive support to a managed employee experience, measured by how well people can work, not only by ticket statistics, delivered through internal teams and outsourced managed services across all Group locations. The role is for a UAE National ROLES AND RESPONSIBILITIES Digital Workspace Strategy & Experience: Define and evolve the digital workspace strategy: devices, end-user software, collaboration tools and workplace technology.
Establish employee experience measures (experience-level agreements) alongside traditional service levels, and manage to them. Standardize the workspace estate across the Group and subsidiaries, reducing variants and local exceptions. Service Desk & End-User Support: Own the Group service desk and end-user support services, delivered through outsourced IT Managed Services.
Ensure responsive, high-quality support across all entities and locations, including on-site presence where required. Drive first-contact resolution, self-service adoption and support automation. Workplace Technology & Events: Own audio-visual and meeting room technology across the Group's offices, ensuring reliable, consistent collaboration experiences.
Provide technology support for corporate events with professional execution. Plan workplace technology for new offices and refurbishments with Corporate Services. End-User Software & Device Lifecycle: Own the end-user device and software lifecycle: standards, provisioning, refresh, patching coordination and retirement.
Ensure secure configuration of the workspace estate in partnership with Information Security. Manage software licensing hygiene for end-user tools with Technology Governance. Service Performance & Improvement: Manage managed services performance against service-level and experience-level agreements, with structured improvement plans.
Use experience and usage data to prioritize improvements that employees actually feel. Contribute workspace service definitions to the Group's service catalogue and chargeback model. Leadership & Talent Development: Build and lead the Digital Workspace team and direct outsourced delivery partners. Develop service management capability and support Emiratization objectives.
RELATED YEAR OF EXPERIENCE Minimum of 10+ years in end-user services, digital workplace or IT service management leadership within large organizations. YOE IN MANAGERIAL POSITION Minimum of 2+ years of managerial experience in a related field. FIELD OF EXPERIENCE Service desk and workplace services delivered through outsourced managed services Device and end-user software lifecycle management at scale Experience-level measurement introduction is an advantage TECHNICAL AND INTERPERSONAL SKILLS Employee-experience obsessed; sees the workspace through the user's eyes, not the ticket queue Strong vendor manager; gets performance from managed services without micromanaging them Visible and service-minded leader; workspace issues are personal, immediate and universal Disciplined on standards while pragmatic about executive and event-critical needs QUALIFICATION Bachelor's degree in a relevant field is required Master's degree is preferable