Senior Executive Manager - Applications Support

About the role

Bupa Arabia, a healthcare insurance company in Jeddah, Saudi Arabia, is looking for a Senior Executive Manager to lead and manage end-to-end support, operations, availability and continuous improvement of enterprise business applications. The role governs 1st and 2nd line application support across all business domains, ensuring operational stability, timely service delivery, stakeholder satisfaction and service excellence.

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.
• 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 organisations, 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 and ITSM platforms such as BMC, Jira Service Management and ServiceNow.
• Incident, problem and change management, SLA and KPI management, major incident management.
• Cloud and on-premises enterprise applications, risk management, budget and resource planning.
• Strong communication, negotiation and presentation skills, analytical thinking and a continuous improvement mindset.