• Digital Operations Manager Saudi Arabia
  • NEOM in Saudi Arabia, , Saudi Arabia
  • jobs
  • 3 weeks ago

jobs description

Position: Digital Operations Manager

Sector: NEOM Tourism

Job Location: Sharma, NEOM

Role Purpose

The Digital Operations Manager plays a critical role within Tourism’s Digital Transformation in driving operational excellence, ways of working, compliance, develop and optimize digital operational processes to ensure a seamless experience on Tourism digital products and the wider visitor assistance service. The role is to define, develop, project manage and deploy the Digital Operating Centre, Visitor Assistance and other key projects that will support the Digital Solutions within Tourism.

Key Accountabilities & Activities

Management and Consulting
• Provide guidance and foster collaboration between digital teams and other key stakeholders to shape the future of Digital Operations within Tourism together with our partners Tonomus, Central Marketing and Regions.
• Reporting and communications: Provide regular updates and reports on the status of digital operations and the solutions... supported.
• Evolve Tourism’s Digital Target Operating Model in alignment with NEOM’s strategic goals working with key stakeholders across NEOM to optimize processes, improve performance, quality and productivity across the digital programs.
• Conduct research, analyze data and develop insights to inform recommendations and/or development of business cases

Operational Projects (includes Digital Operating Centre and Visitor Assistance)
• Manage and lead on assigned projects to deliver against agreed deliverables on time, within scope and within budget
• Deploy and maintain detailed operational documentation, and operational processes, including standard operating procedures (SOPs) and workflows
• Create process flow diagrams and detailed documentation to support new operational procedures across the team and with Tonomus Technical support
• Establish the operational processes to support the partnership with Saudi Tourism Authority for Visitor Assistance
• Establish and manage operations for Tourism’s digital solutions, ensuring resilience, operational excellence and alignment to Tonomus Technical Support Services.
• IT governance: Establish and enforce IT governance policies, procedures, and standards to ensure that Tourism’s solutions are compliant with relevant regulations and industry best practices.
• Quality assurance and release management: Enforce quality control measures for Tourism’s Digital solutions to ensure a high quality of Tourism’s digital processes and product releases, identifying and addressing issues promptly.
• Data management: Ensure effective collection, storage, and utilization of data for decision-making.
• Cybersecurity oversight: Ensure Tourism’s digital solutions and infrastructure is secure, implementing cybersecurity measures, policies, and best practices in alignment with NEOM CISO to protect against data breaches and cyber threats.
• Business continuity and disaster recovery: Working with the Technology team and Tonomus, develop and maintain robust business continuity and disaster recovery plans to ensure that critical systems and data are protected and can be quickly restored in the event of disruptions.
• 24/7 Technical helpdesk: Working with Tonomus, manage the partner performance and relationship for a 24/7 technical helpdesk, providing 1st & 2nd line support for all agreed Tourism solutions in production.
• Optimization and continuous improvement: Enhance digital workflows to improve efficiency and productivity and identify areas for improvement, implementing changes to enhance digital operations for Tourism’s solutions.
• Establish the operational processes and configuration of systems to support the partnership with Saudi Tourism Authority in activating an intelligent V isitor assistance service NEOM wide

Background, Skills & Qualifications

Knowledge, Skills and Experience
• 5+ years within a technical operations environment
• Intense attention to detail coupled with a strong customer centric approach in the development of operational processes
• Excellent stakeholder management skills including the ability to identify their needs, build relationships and evaluate solutions.
• Strong organizational skills and the ability to manage multiple projects simultaneously.
• Excellent communicator, with team management and leadership skills.
• Good understanding and passion for operations and workflow management
• Experience of support ticketing systems (ServiceNow, ZenDesk, JIRA etc)
• Experience working with IT life cycle and service management frameworks (ITIL ISO, or COBIT)
• Desirable an understanding of networking and security concepts (CISSP…etc)
• Understanding of application monitoring and reporting tools

• Bachelor’s Degree or equivalent
• IT Life Cycle Service Management certification (e.g. ITIL) is desired
• Project management certification (e.g., PMP or Prince2) is desired
Saudi Arabia


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