Senior Executive Manager - Applications Support

About the role

This role leads and manages end-to-end support, operations, availability and continuous improvement of enterprise business applications. It ensures operational stability, timely service delivery, stakeholder satisfaction and service excellence by governing 1st and 2nd line application support across all business domains. The position is based in Jeddah, Saudi Arabia.

Key responsibilities

• Lead and manage 1st and 2nd line application support, covering incident, service request, problem and operational management while maintaining service quality and business continuity.
• Establish and govern application support processes, operational standards, KPIs and service governance.
• Manage relationships with business stakeholders, technology teams and external vendors to ensure effective service delivery, issue resolution and production readiness.
• Lead, develop and mentor the application support team, define objectives, monitor performance and build technical capabilities.
• Oversee major incidents, change implementation, release readiness, disaster recovery preparedness, operational risks and service continuity.

Required profile

• Experience managing 1st and 2nd line business application support.
• Experience supporting core business applications in large insurance and/or healthcare organizations, including insurance core systems and HIS.
• Experience managing production support in a 24x7 environment and managing vendors and outsourced support services.
• Knowledge of NPHIES workflows, HL7 interfaces, ZATCA modules/workflows, lab and pharmacy integration, and health insurance business integration.

Required skills

• ITIL practices, incident, problem and change management, SLA and KPI management, major incident management.
• ITSM platforms such as BMC, Jira Service Management and ServiceNow.
• Budget and resource planning, risk management, root cause analysis and vendor and contract management.
• Strong communication, negotiation and presentation skills, analytical thinking and a continuous improvement mindset.