Senior Manager - Support, Asset Applications

Role Overview

Senior Manager - Support, Asset Applications at Qiddiya Investment Company, located in Saudi Arabia. This strategic role leads Level 2 support for all asset applications across Qiddiya's entertainment and leisure portfolio, ensuring stability, availability, and performance of critical systems that underpin guest experience and operational efficiency.

Company Overview

Qiddiya Investment Company is at the forefront of creating a premier entertainment and leisure destination in Saudi Arabia. The portfolio encompasses theme parks, hospitality, and retail environments.

Role Purpose

Lead a cross-functional team of support specialists to provide expert Level 2 support for a wide range of asset applications. Establish robust support procedures, define and maintain Service Level Agreements, and manage relationships with managed service contractors to enhance first-call resolution rates and implement permanent fixes for recurring issues.

Key Responsibilities

Support Operations

• Oversee all L2 support activities for the complete suite of asset applications, ensuring timely incident resolution and service request fulfillment to minimize business disruption.
• Act as the primary escalation point for major incidents and complex issues within the asset application landscape.
• Monitor application performance proactively, identifying trends and potential issues to prevent service degradation.

Support Framework & Procedures

• Develop, implement, and maintain comprehensive support procedures and workflows to ensure consistent and high-quality service delivery.
• Establish and manage Service Level Agreements (SLAs) for all asset applications, monitoring performance metrics and reporting results to senior leadership.
• Ensure the team receives sufficient and continuous training from the Application Design & Delivery teams upon the rollout of new systems or features.

Team Leadership & Resource Management

• Lead, mentor, and manage a cross-functional team of support resources responsible for all asset applications.
• Allocate resources effectively to ensure adequate coverage and expertise across different application domains such as ticketing, F&B, leasing, and park management.

Vendor & Contractor Management

• Liaise with and manage managed service contractors and vendors for specialized application support, ensuring they meet contractual obligations and performance targets.

First-Call Resolution & Continuous Improvement

• Work closely with L0 and L1 support teams, providing them with the necessary training, documentation, and skills to resolve the maximum number of service requests and incidents at the first point of contact.
• Collaborate with the Application Design & Delivery team to identify and analyze commonly reported issues and trends.
• Drive the implementation of permanent solutions, bug fixes, and enhancements to minimize data corrections and the recurrence of incidents.

Stakeholder Management

• Maintain strong relationships with business stakeholders across all asset areas to understand their priorities and ensure the support structure meets their operational needs.

Qualifications & Experience

• Bachelor's degree or similar qualifications in Information Technology, Computer Science, or a related field.
• 7+ years of experience in IT application support, with a significant focus on managing support for diverse business systems in a large-scale environment.
• Proven experience leading a support team for applications such as Ticketing, F&B (POS, KDS), Retail, Leasing Management, Event Management, Asset management and Park Management Systems.
• Demonstrated success in establishing support procedures, defining and managing SLAs, and overseeing vendor and managed service provider relationships.
• Experience working in a multi-tiered support environment (L0, L1, L2, L3) and a proven track record of improving first-call resolution rates.
• Strong background in collaborating with design, delivery, and development teams for effective problem management and continuous service improvement.

Skills & Competencies

• Expert knowledge of ticketing, F&B (Point of Sale and Kitchen Display Systems), Family Entertainment Centers (FEC), event management, leasing, footfall analytics, asset management and Park Management Systems.
• Proficiency in managing diverse business applications across theme parks, hospitality, and retail environments.