Senior Manager - Support, Asset Applications

Overview

Qiddiya Investment Company is pioneering the development of a leading entertainment and leisure destination in Saudi Arabia. We are inviting applications for a Senior Manager to bolster our Level 2 support for asset applications spanning our portfolio that includes theme parks, hospitality, and retail outlets. This key role is responsible for ensuring consistent reliability, accessibility, and performance of crucial systems essential for enhancing guest experiences and ensuring operational excellence.

This position entails heading a multidisciplinary team specializing in supporting an extensive range of applications, including ticketing, food and beverage, Family Entertainment Centers, event coordination, leasing, footfall analytics, asset oversight, and park management platforms. The Senior Manager will establish rigorous support workflows, maintain service level agreements, and supervise relationships with managed service providers for specialized apps. Emphasis will be placed on proactive issue resolution and close cooperation with lower-level support teams and application design units to elevate first-call resolutions and implement lasting corrections for repeated problems.

Key Responsibilities

• Manage the entire Level 2 support function for all asset-related software, guaranteeing quick resolution of incidents and fulfilling service requests promptly to avoid business interruptions.
• Design, execute, and uphold detailed support processes and protocols to sustain uniform and superior service quality.
• Formulate and administer SLAs for all asset applications, track operational metrics, and regularly update senior management.
• Serve as the critical escalation point for major incidents and sophisticated challenges within asset applications.
• Collaborate with and oversee external managed service contractors, ensuring adherence to contracts and targeted performance standards.
• Continuously track and assess application performance to foresee and prevent service declines.
• Lead and guide a specialized, cross-functional support team across diverse app domains.
• Allocate team resources strategically to assure expert coverage across multiple application areas including ticketing, F&B, leasing, and park management.
• Ensure ongoing skill development of the team through training provided by Application Design & Delivery groups with every new system roll-out.
• Partner with Level 0 and Level 1 support teams to enhance their capability with adequate training and documentation, aiming to resolve the greatest number of issues at first contact.
• Coordinate with Application Design & Delivery teams to analyze recurring issues and trends, driving effective problem management.
• Lead initiatives to deploy permanent solutions, implement bug fixes, and introduce enhancements that reduce the need for data corrections or repeated fixes.
• Maintain close communication with business stakeholders to align support priorities with operational requirements.

Qualifications

• Bachelor's degree or equivalent in Information Technology, Computer Science, or a related discipline.
• Over 7 years of experience in IT application support, particularly in managing various business-critical systems in large-scale settings.
• Proven leadership experience managing support teams for applications such as ticketing, POS & KDS systems in F&B, retail leasing, event management, asset management, and park management software.
• Successful track record in crafting support methodologies, SLA management, and vendor/provider governance.
• Experience in multi-layered IT support frameworks (L0 through L3) with a demonstrated ability to improve initial call resolutions.
• Strong collaborative experience working alongside design, delivery, and development teams for sustained problem resolution and service enhancement.