Infrastructure Support Manager (ITIL, Business Development, Customer Service)

About the role

D-ploy is an IT and engineering solutions company operating across the EMEA region and the USA, serving industry-leading clients. It is looking for a contractor to join as Infrastructure Support Manager, working about 20 hours per week in Jeddah. The role combines IT service support, business development and customer service.

Key responsibilities

• Monitor, control and support service delivery, ensuring systems, methodologies and procedures are in place and followed
• Plan and manage resource planning, recruitment, selection, assessment, on-boarding and transition of resources
• Manage IT risks, identify them, mitigate them and recommend solutions to the Head of IT
• Follow TIS and EUX global policies and procedures
• Coordinate business development activities, including identifying and communicating with clients
• Keep IT service and support aligned with the business roadmap and client strategy
• Execute and coordinate local site projects and act as escalation point for help desk and second-level on-site support
• Liaise with internal and external service lines and third-party vendors
• Assist with planning and forecasting of IT items at the site, implement local application enhancements and support customers
• Handle problem analysis and resolution, including service outages, and oversee local IT support resources
• Provide hands-on technical support when required and manage business stakeholder relationships
• Align the IT budget with the local finance team and take part in global IT initiatives when needed

Required profile

• Strong understanding of information technology, its trends, products and solutions
• Experience maintaining high-performing service support functions such as IT Service Desk, desktop support and second-line technicians
• Knowledge of business development, especially spotting and developing opportunities with customers
• Customer-focused, with excellent communication and negotiation skills
• Willingness to travel when required and to multitask
• Fluency in spoken and written English
• Candidate must declare a criminal record extract not older than three months

What we offer

• Broad range of activities, tasks and projects
• Fishing for Friends referral program
• Further development and professional advancement
• Friendly, international working environment and company-sponsored events
• Competitive salary and various benefits