Regional Control Centre Manager vacancy in Saudi Arabia (107jc)

My client, who is a major telecoms company and training provider, are now seeking a Regional Control Centre Manager (RCCM) for their operations in Saudi Arabia, you will be reporting to the Regional Direct and you will have personnel reporting to you, including the Service Desk Manager and RCC Engineering Staff.

Therefore your primary objectives and functions will include:
• Maintain the integrity and manage day-to-day operations of the Saudi Arabian Ministry of National Guard (MNG) Nationwide Network within the Region
• Supervision of all Western Sector Regional Control Centre (RCC) assigned staff in order to provide the highest quality of service to the SANG in accordance with the Scope of Services contractual agreement.
• Ensure that detailed incident escalation procedures are adhered to in every respect, and that any inter-regional working/cooperative actions are expedited in accordance with company processes and procedures.
• To ensure that the RCC contributes to the achievement of Key Performance Indicators (KPIs) and corporate performance objectives, meets or exceeds stakeholder expectations and provides the highest possible standards of IT Service Management.
• To provide effective strategic and tactical management of incidents and Service Requests, including allocation of physical, human and infrastructure resources, for the purpose of delivering the most efficient, effective and stakeholder focused outcomes within the agreed Service Level Agreements.
• To serve as an IT Service Management Champion within the Western Sector.

Your duties and responsibilities will include:
• To provide professional effective leadership for all RCC assigned staff, including sub-contractors.
• To ensure continuous and high-level of customer satisfaction by:
1. Maintaining the professional operation of the RCC on a day-to-day basis by supervising a team of technicians and engineers that are assigned to operate the multiple EMS and NMS within the RCC.
2. Providing daily oversight & administration of RCC operational processes including the triage & monitoring of tickets for completeness and timeliness of completion in accordance with service level agreements.
3. Ensuring escalation procedures are strictly followed for all appropriate classes of incidents and that the company Management Team and MoD Liaison Officer are informed in accordance with the agreed Scope of Services Service Level Agreements (SLAs);
4. Ensuring all incidents are fully investigated in a timely manner, corrective action taken to avoid repetition and any loss of service is kept to a minimum and resolved within contracted Service Level Agreement ;
5. Ensuring Service Outage Action Reports and Incident Investigative Reports are submitted accurately and in line with the relevant process.
• To conduct and lead on the development of Service Management Operation implementation in accordance with the contractually agreed Service Management procedures and processes based on the ITIL framework.
• To proactively encourage the adoption and implementation of a Continual Service Improvement approach in the delivery of services
• Acting as an IT Service Management Champion, assist in the formulation and establishing of IT Service Management best practices and standards for the RCC environment that compliments GPTs intent
• To coordinate all VVIP work tasks and activities in adherence to the relevant process, and maintain accurate records for monthly submission to the Regional Director.
• To identify metrics and KPIs to measure RCC performance as well as performance of individual personnel. To manage and implement the RCC duty roster and call-out duty contact details for RCC staff for out of hours incident escalation.
• Undertake audit of performance management, monitoring, evaluation, analysis and reporting to ensure Key Performance Indicators are being met and staff are effectively and appropriately managed in accordance with company policies and procedures.
• Manage assigned RCC staff by recruiting, training and coaching employees, communicating job objectives and appraising their performance.
• To assist in On the Job Training (OJT) for SANG Signals Technicians.
• To be available on a 24/7 basis at all times and to oversee incident management and escalate as required.
• To deputise for the Regional Director during periods of absence including annual holidays, in the event of sickness and other events when required.
• To perform additional tasks as requested by the Regional Director

To help achieve this you will have significant contact with others (Internals/External/Meetings):
• To liaise on a daily basis with the Regional Director, UK MoD, SANG RCC Officer SANG RCC Staff and third party sub-contractor staff.
• To liaise with The Company Project Staff as required on a regular basis to assist with the introduction of new Regional Project deliverables.
• Informal meetings, formal meetings, correspondence and generate reports for internal and external purposes.
• Have the knowledge to judge when to seek assistance and advice from and be able to offer assistance and support to other Company departments to advance the needs of the business.
• To create and maintain good customer relationships across all boundaries.
• Have good communications skills, both verbally and written.

Judgement/Decision Making Authority (Specific Responsibilities):
• Must be able to make effective decisions in response to dynamic, critical, demand led environments.
• Ability to take full accountability for the judgment in decision making over the areas of responsibility as delegated by the Regional Director or Central Management.
• Fully responsible & accountable for the authorisation of Sub-Contractor deployment in accordance with the Contract Verbal Instruction (CVI) process, when related to active incident response and resolutions.
• To ensure that any potential Security and/or infrastructure related issues are immediately escalated to the Regional Control Center and also escalate to the Regional Management Team and the MoD Liaison Officer.
• Required to overcome barriers and resolve issues of conflicting priorities through the use of effective interpersonal skills.
• Responsibility to ensure the satisfactory handling and resolution of incident investigations and production of resultant reports.
• To ensure that only the correct information is provided, and in a timely manner, to the UK MoD
• To operate within the boundaries of approved authority.

To be eligible for this role you will need the following knowledge and Experience:
Essential
• Must be fluent in spoken and written English to a high standard.
• ITIL Foundation Certification.
• ITIL Intermediate Service Operations Certification.
• BSc/BEng with experience in a management position in a multi-disciplined operational telecommunications environment, or 7 years’ experience in an equivalent practical telecommunications related field.
• Or HND/HNC, with 7 years’ experience in a management position in a multi-disciplined operational telecommunications environment.
• Proven practical experience of management in a multi-disciplined, operational telecommunications environment.
• Proven experience of managing Internet Protocol (IP) systems and working in an IT Service Management (ITIL) environment.
• Must be capable and competent in the use of Microsoft Office suite software.
• Must possess a valid driving license from the country of origin and/or a valid KSA driving licence.
Desirable
• Management of a Network Operations Centre or similar.
• Operational network experience in the Defence Sector.
• Experience of living or working in the Middle East.
• CCNP/CCNA qualifications.

The ideal candidate would probably be a SNCO/WO or LE Officer who has run a large communications operations centre either while working within the military or civilian sector and who is seeking a role where he can use his skills and abilities to pass on his knowledge and experience to the next generation of engineers by leading by example.

As this role is based in Saudi Arabia, candidates must meet all of the minimum qualifications as they are not bound by UK or EU Laws, also only individuals up to the age of 55 will be considered for any of these roles.

In return they are offering an excellent salary and benefits package for accompanied or unaccompanied personnel and of course the benefits package will be UK Tax Free, however due to the nature of this role, it is only open to UK Nationals only.