IT Systems Manager

My client is a specialised consulting company based in Saudi Arabia that provides tailored advice and guidance for foreign companies wishing to operate in the Kingdom. They offer a professional one-stop shop of pick-and-mix services in areas such as market entry consulting, corporate compliance, employment law, and regulatory affairs. Their clients are often international companies looking to establish or expand operations in Saudi Arabia. They help them navigate the local business environment, including financial and administrative processes, which can be quite complex due to Saudi-specific regulations.

They have 3 sites which comprise of:

• A 100-person, seven office Headquarters
• A 300-person, 27-building gated community
• A 25-person guest house

UK SECURITY REQUIREMENT:

Please note that this role may in future require UK Security Vetting due to the number of UK clients that they support and the sensitive nature of some of their business. So while a specific UK security clearance is not currently required, any successful candidate will be a UK Passport holder and unaware of any impediments to their securing a UK clearance in future.

PURPOSE OF YOUR JOB:

Initial Enhancement Period (Year 1)

The IT Systems Manager's role is twofold.

Firstly, to review and form a working knowledge of the Zoho Suite of Packages currently in use (Zoho Books, Zoho CRM, Zoho Analytics) and then to complete the implementation of Zoho Projects as currently planned. This will be followed up by taking the lead on establishing any other Zoho modules which could be used to improve efficiency, productivity and data share across the company. For instance, Zoho Contracts, Zoho Meetings, Zoho Sign etc. Where ageed a lead role in implementation, supported by users will be conducted.

Whereas Zoho might not be appropriate in all cases it would be a strong recommendation for improvements on other areas, as Zoho Books and Analytics along with CRM have already been benefitted from user led implementation.

Secondly, for all three Riyadh locations:

• Rationalise basic IT support system fundamentals – from GSuite administration across organization, to professional software licensing and individual user IT kit and software audit, and installation of remote control and administration tools.
• Implementation of a companywide “digital dashboard” solution, for capture and reporting of key metrics from company IT systems (e.g. from the Zoho Suite) to all staff via live “monitors” around the company infrastructure and main locations.
• Drive towards commonalty of hardware in use within the company and software that can be used by employees on Hardware issued to them.
• Ensure the security and integrity of all data held within our systems and were relevant we have protected ourselves against cyber-attacks to a reasonable industry standard.

You will report to the company’s Executive Committee and will be line-managed by their Founder Director. You will also provide line management and day-to-day tasking of the company’s IT Coordinator. The above tasks are expected to take around 1 year in total, and could be considered and overall IT “enhancement” period.

In parallel with the enhancement period, there will be an element of ‘Business As Usual’ IT management, which the role will also be expected to support as the business achieves its aim of transforming its IT Systems and IT Management capabilities.

Optional Sustainment and Bedding-in Period (Year 2 and onwards)

In the second 12 months, you will operate and maintain all IT departments and systems:

• Manage the day-to-day operations of the systems created and installed.
• Manage the IT Team and occasionally adapt and expand the IT network.

We are open to candidates for the IT Systems Manager role who are interested in either the Initial Enhancement Period alone or both the initial period and then continuing on full-time for the ongoing Sustainment period.

DUTIES AND RESPONSIBILITIES:

The Role:

• Review: Gain a detailed understanding of the existing IT setup (GSuite, MS365, Norton), which has uncontrolled distributed laptops across all users. Multiple Sites have independent basic network infrastructure, e.g., limited LAN, Wi-Fi internet connectivity, basic VOIP solution at Malaz, etc.
• Resource allocation: Efficiently manage timescales and resource allocation, including budgets, personnel, and IT assets. Review and approval of new IT kit purchases, such as new staff laptops.
• Stakeholder management: Building and maintaining relationships with stakeholders at all levels of the organisation. The principal engagement will be the line management of the existing IT Coordinator and working with the company Founder Director to supervise and control the IT enhancement.
• Technical design: Developing technical solutions for new or upgraded systems, software (inc. Zoho Suite), and hardware. It is expected that much of a new “ERP” system implementation will effectively be performed by the continued rollout and expansion of Zoho systems.
• Technical support: 
  • Providing technical support and feedback throughout the implementation life cycle.
  • Sanitise and homogenise existing issued personal IT equipment.
  • Lock down all staff laptops with a standard build and software suite, and ensure that admin rights are given to users, by exception only rather than as usual.
• Documentation: Writing and providing records and documentation to cover progress of the enhancement implementation, but also any appropriate aspects of existing implementation.
• Communication: Update stakeholders to keep them informed and engaged with enhancement.
• Training: Training employees on how to use all systems elements, new and old.
• Contract Negotiation: Deal with vendors, working with the Founder Director to approve signoff.
• International Delivery Management: Candidates who can demonstrate a track record of IT and general project management and delivery experience and success, particularly in Saudi Arabia, or the Middle East region generally, will be viewed favourably.

Collaborative working:

• Ensure all IT requests and inquiries are responded to and dealt with per internal SLA guidelines.
• Manage your reports in line with Company Policies.
• Run team and project meetings ensuring the company's prevailing behaviour and conduct policies known as the Employee Handbooks are embedded within the IT team.
• Ensure that new employees are inducted efficiently and understand our IT policies and procedures.
• Manage and develop IT team members in line with identified business and self-development needs.

• To attend and actively participate in team and project management meetings where required.
• To work in partnership with other departments and business units and, where appropriate, contribute to cross-department projects and initiatives.

Miscellaneous:

As a senior leader within the business, act as a source of leadership, guidance and mentorship for members of the operational team.

Support the Executive Committee and Operations Management Team in driving internal change and improving policies, processes, and practices within.

KNOWLEDGE AND EXPERIENCE

Extensive Microsoft experience required.

Gsuite experience preferred, but not mandatory.

Zoho experience preferred, but not mandatory providing relevant previous experience e.g. database administration, or alternative ERP implementation:

Proven experience in leading IT change or implementation projects.

Proven experience in designing, implementing and managing internal company SLAs and multi-departmental tailored process workflow.

Demonstrable experience in supervising minor system integration and sustainment (websites and associated web forms, PayTabs bank payment gateway, custom international Payment Portal, etc).

KEY INTERFACES

Internal: Founder Director, Chief Executive Officer, Deputy Chief Executive Officer, Chief Finance Officer, Head of HR and Government Services, Head of People Services, Head of Entity Establishment, Head of Back Office, Deputy Head of PS, Deputy Head of BO, Key Account Managers (KAMs) for BO, EE and GM, Incubtaor and DQR Manager, Government Relations Officers, HR Coordinators, HR Administrators, GRO administrators, Finance Supervisors, Finance Assistants.

External: Candidates, Contractors, Recruiters, Representatives from Client Organisations, Visa Agencies and Travel Operators, Government Agencies and other suppliers and providers as required.