Manager, Digital Operations Centre

Role Overview

Manager, Digital Operations Centre at ADNOC. The role leads the Group Digital Operations Center team, which monitors digital services across network, infrastructure, and applications, manages incidents, and ensures implementation of digital service management practices across ADNOC and Group Companies.

Role Purpose

Lead 24x7 monitoring of digital services, manage incidents and events across applications, infrastructure, and network, and drive identification, evaluation, implementation, and standardization of service management processes and tools to maintain capacity, adequacy, and effectiveness of designed processes throughout ADNOC and Group Companies.

Key Responsibilities

Operations & Infrastructure Management

• Plan, organize, and manage staff and overall operations to ensure stability of the organization's infrastructure, network, and applications.
• Manage 24x7 monitoring of digital applications, infrastructure, and network.
• Analyze and prioritize potential applications, infrastructure, and network interruptions to provide technical guidance, manage interruptions, and coordinate stakeholder communications.
• Provide root-cause analysis based on best practices.
• Plan shifts, night shifts, travel, expenses, and vacation to ensure continuous 24x7 coverage throughout the year.
• Drive and balance workload across team members.
• Manage and coordinate resources within the Digital Operations Center, including shift rotation, holiday coverage, vacation scheduling, and illness management.
• Run daily meetings with team members to coordinate tasks.
• Ensure quality of deliverables provided to ADNOC and Group Companies.
• Responsible for entire service delivery of the Digital Operations Center solution.
• Manage and coordinate automation initiatives to improve Digital Operations Center service.

Service Management & Governance

• Develop and maintain process documents for Change Management, Event Management, and Incident Management.
• Build and maintain Standard and best practice Operating Procedures.
• Serve as the key practice contact for Change Management, Event Management, and Incident Management with other Service Management teams, including escalations.
• Represent Change Management, Event Management, and Incident Management teams in meetings with other ITIL Practice Managers to achieve common goals and objectives.
• Monitor the effectiveness of Change Management, Event Management, and Incident Management practices and formulate recommendations for improvement.
• Ensure that all key performance targets of the practices in scope are achieved.
• Review reports for Change Management, Event Management, and Incident Management and ensure appropriate actions are undertaken.
• Review and approve any modification in Digital Operations Center Standard Operating Procedures.
• Manage the service governance model and interact with ADNOC stakeholders regularly to review service status, improvement areas, and new opportunities.
• Serve as point of escalation, review, and approval for key issues and decisions for Service Management.
• Ensure SLA alignment and coordinate remediation activities in case of SLA deviations.

Performance & Metrics Management

• Develop and monitor daily dashboard of SLAs and KPIs.
• Identify digital Service issues and engage appropriate support teams to fix them.
• Review events and recommend baseline updates for improved monitoring.
• Improve the quality of service and help prevent repeated incidents.
• Communicate to ADNOC stakeholders when an outage is identified.
• Ensuring quality of deliverables and SLA alignment.

Team Development & Leadership

• Assess team skills and capability to grow.
• Organize team backup plans and cross-functional training on Network, Compute, and Enterprise Tools.
• Build a resilient service through a united team.
• Manage, coach, and mentor team members.
• Provide specific, timely, and constructive performance feedback.
• Escalation points for any team-related issues.
• Onboarding of new resources.
• Lead academy and knowledge transfer activities.
• Develop the knowledge, competencies, and innovative spirit in the team.
• Support the establishment of Personal Development Plans, Succession Planning, and Talent pipeline in coordination with the Human Capability Group to continuously develop employees with emphasis on UAE Nationals to meet Emiratization targets.

Stakeholder & Relationship Management

• Interact with ADNOC and Group Company teams to remove gaps in monitoring or notification processes.
• Manage and enhance relationships with technology suppliers and partners providing solutions and services.
• Ensure the highest levels of transparency and collaboration between the Department and its business partners.
• Build strong working relationships with ADNOC Group management and develop detailed understanding of their issues, challenges, and opportunities for better digital services delivery and operations.
• Develop strategic relationships with solutions providers, service partners, and technology integrators for sustainable services quality and cost-effectiveness.

Digital Strategy & Planning

• Contribute to the development of the Group digital strategy and lead the implementation of the Group Digital Operations Centre related roadmaps.
• Coordinate and consult with senior business management and other Group Digital Managers to ensure that Digital Operations Centre services related digital strategy components are successfully translated into monitoring solutions and services.
• Contribute to the regular review of the Group Digital Strategy at pre-defined intervals to ensure it reflects the Company's evolving business requirements and maintains constant alignment with the Company's short, medium, and long-term business plans.

Business Enablement & Digital Transformation

• Lead assessment and implementation of potential domain emerging technology solutions or architectures including cloud, advanced security analytics, hyper converged infrastructure, next generation digital operation technologies, and artificial intelligence.
• Plan and manage the identification of domain use cases for potential digital enablement in coordination with all required stakeholders.
• Lead the planning and development of new business cases and delivery of related initiatives.
• Lead the Group efforts in the adoption of advanced and innovative infrastructure technologies.
• Lead the evaluation of internal processes against best practices to define intelligent solutions for issues confronting the Function.
• Drive the Group digital transformation journey with an emphasis on cost optimization, technology complexity reduction, and information security.
• Advise Business functions on the benefits of adopting integrated business services and facilitate required consensus on business process standardization efforts.

Business Relations & Customer Management

• Serve as a trusted advisor and the primary point of contact from digital for business line managers and key contacts to communicate digital services and capabilities.
• Plan and lead the liaison between the business and the technology solution provider to provide technical guidance and maintain a positive relationship with digital customers.
• Identify technology needs and ensure that the service provider is able to meet these needs with an appropriate catalogue of services.
• Develop recommendations to facilitate joint or coordinated application project delivery across business units in collaboration with other digital teams.
• Evaluate joint initiatives as they relate to corporate strategy to ensure convergence and opportunities for measurable success.
• Lead high-level feasibility studies in pre-project phase to determine the viability of progressing a solution.
• Market digital solutions to the business and run awareness campaigns to promote efficiency and utilization of ADNOC's digital resources.
• Develop a communications program to maintain an effective communication channel with customers that builds stronger relationships.
• Lead the analysis to anticipate business needs to identify and propose digital products and services to enable the business to achieve their objectives.
• Establish partnership with business to capture, prioritize, and facilitate new demand based on business needs.
• Supervise and control the tracking of Business Portfolio of digital Projects and coordinate the prioritization of the Portfolio.
• Communicate priorities to the Project Management team.
• Lead the liaison with business unit management and enable them to articulate their technology needs and requirements.

Digital Investments & Vendor Management

• Adopt optimal value delivery and cost optimization as key drivers for selection, implementation, and management of Digital Operations Centre.
• Manage the design, implementation, maintenance, and sourcing of digital infrastructure, solutions, and services in ADNOC and throughout the Group to streamline operational efficiency.
• Manage the delivery of the Department's programs and projects in line with business objectives through active sponsorship and leadership.
• Meet completeness, time, cost, and quality requirements.
• Ensure business processes are continuously improved to achieve maximum utilization of the digital systems landscape.
• Support the processes of identification, evaluation, and selection of qualified vendors and services providers.
• Ensure ADNOC obtains high quality and cost-effective digital systems products and services.
• Lead the assessment of digital operational systems and storage solutions and services feasibilities and proof of concepts.
• Determine cost versus benefits scenarios and evaluate alternative options to ensure optimum return on investment.
• Manage the capacity planning and resource scheduling ensuring adequate resourcing of programs and projects.
• Ensure resourcing is in line with business priorities through external service providers and internal resource allocation processes.
• Act as the technical authority for reviewing and endorsing digital operational services solutions throughout the Group.
• Provide technical expertise and guidance to conduct market analysis for new technological developments.
• Support that technology at ADNOC stays current and relevant.
• Lead the provision of technical expertise in developing RFPs and RFQs relevant to Enterprise Architecture.
• Guide and advise the preparation of tendering and contractual documentation to ensure cost effective and quality services.
• Guide and participate in the negotiation of contractual terms and Service Level Agreements.
• Ensure protection of ADNOC's interests and receipt of optimum level of services