QA And Operations Unit Head

About Us 

Client of Talentmate, based in Abu Dhabi, United Arab Emirates, is a forward-thinking organization dedicated to excellence, innovation, and sustainable growth. We focus on delivering reliable solutions and high-quality outcomes that create value for clients, employees, and the wider community. With a strong commitment to professionalism and integrity, the company continues to strengthen its presence across industries by fostering partnerships, advancing operational efficiency, and supporting long-term development. Our vision is to contribute meaningfully to the region’s economic and social progress while empowering individuals and organizations to achieve their goals through knowledge, collaboration, and responsible business practices.

Culture and Work Environment 

We nurture a workplace built on respect, accountability, and teamwork. Our environment values diversity, encourages knowledge sharing, and promotes professional growth. Employees are empowered to contribute ideas, innovate, and pursue continuous development, making the organization a supportive and rewarding place to achieve both personal and professional aspirations.

Why Work With Us 

Working with us means being part of an organization that values people, integrity, and growth. We offer opportunities to develop skills, engage in impactful projects, and build a fulfilling career. Our focus on employee well-being, professional advancement, and sustainable success makes us a trusted place to grow your future.

www.talentmate.com

Job description

Role Purpose: To lead and manage the operational support, governance, and continuous improvement of enterprise applications, ensuring optimal performance, security, and alignment with organizational goals. The role serves as a strategic enabler by coordinating cross-functional efforts, vendor relationships, and automation initiatives to enhance digital service delivery and user experience Key Responsibilities: Core Activities: Oversee the daily operations and support of enterprise applications including CRM, .NET, Sitecore, Umbraco, and RPA tools (e.g., Automation Anywhere) Ensure timely resolution of incidents and service requests in line with SLAs; conduct root cause analysis and implement preventive actions Manage change control processes for all applications, ensuring changes are risk-assessed, approved, and documented as per governance protocols Act as the primary liaison with vendors to manage performance, ensure contractual compliance, and resolve escalations Coordinate with business units and the RPA Center of Excellence to plan, deploy, and govern robotic process automations Support the Editorial Center of Excellence by ensuring digital content systems meet editorial standards and enforce governance Track application KPIs and usage metrics to optimize availability, performance, and user satisfaction. Develop and maintain application support documentation, operational workflows, and training materials. Ensure security and compliance of applications by enforcing security policies, monitoring vulnerabilities, and supporting audits Collaborate with development teams, architects, and project managers to plan system upgrades and release cycles. Manage integration points between applications and systems including CRM, CMS, and external platforms. Contribute to the application roadmap and recommend improvements based on performance insights and user feedback. Shared Activity Strategic Contribution Ensure effective cascading of the functional strategy into section business plans to ensure vertical alignment and horizontal integration with other interfacing sectional strategies. People Management Manage the effective achievement of assigned objectives through the leadership of the Section by setting individual objectives, managing performance, developing and motivating staff to maximize performance. Act as a role model and drive adherence to organizational values and ethics by employees of the assigned section to foster a value driven culture within the organization. Budgeting and Financial Planning Manage the preparation and recommend the section budget and monitor financial performance versus the budget while ensuring all sectional activities are conducted in line with the approved guidelines. Policies, Systems, Processes & Procedures Manage and ensure effective implementation of functional policies, procedures and controls covering all areas of assigned section activity so that all relevant procedural/legislative/health and safety/environmental requirements are fulfilled while delivering a quality, cost-effective service. Continuous Improvement Lead the identification of opportunities for continuous improvement and sustainability of systems, processes and practices considering global standards, productivity improvement and cost reduction. Reporting Ensure that all section reports are prepared timely and accurately and meet DCT requirements, policies and quality standards. EHS (Environment, Health and Safety) Comply with all relevant EHS guidelines, policies and procedures, by reporting incidents and hazards on a timely manner, and reduce consumption of natural resources to support in protecting the environment and ensure a healthy and safe work environment. Communication and Business Relationships: Internal DCT Relevant Sectors / Departments External Application vendors and managed service providers (Sitecore, CRM, RPA, etc.) Government entities / Federal and Local Agencies Abu Dhabi Digital Authority (ADDA), ADSIC, and regulatory stakeholders. Qualifications : Bachelor s degree (Master s preferred) in computer science, Information Systems, or related discipline. ITIL certification, PMP, or equivalent is preferred. Experience: 5 to 7 years of experience in enterprise IT operations with at least 3 years of experience in a managerial position or any other experience within similar role Skills: Language: Full professional English proficiency both in speaking and writing & Arabic bilingual desirable but not mandatory

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