Neologix Software Solutions
Website:
neologix.ae
Job details:
Enterprise Software Delivery and Operations Manager
We are seeking an Enterprise Software Delivery and Operations Manager with prior hands-on technical experience to own project delivery, support contracts and team performance. Lead internal teams, delivery partners and contract resources to achieve reliable customer outcomes through strong planning and operational control.
Team and working relationshipsLead our technical team and work closely with the Dubai-based Project Coordinator and Support Coordinator. Work with our architects for solution design, technical assurance, complex escalations and staff development. Keep business leadership informed of performance, risks and decisions required.
Project delivery ownershipOversee the full project portfolio from sales handover through planning, execution, acceptance and transition to support. Maintain clear milestones, owners, resource allocations, dependencies, budgets and delivery risks.
Identify delays and quality concerns early, establish recovery plans and hold owners accountable. Manage scope changes and customer expectations; ensure additional work receives the necessary commercial and delivery approvals.
Support contracts and escalationsOwn operational performance across support contracts, including service-level agreements, coverage, ticket priorities, backlog, recurring incidents and contracted-hour consumption. Flag service risks, scope gaps and contracts requiring commercial review.
Act as the accountable operational escalation point for customers and internal teams. Mobilise the right specialists, agree recovery actions and communication intervals, and drive issues to closure. Ensure root-cause reviews and preventive actions follow major incidents.
- Resolve day-to-day allocation conflicts within agreed priorities and authority. Escalate material budget, scope, contractual or staffing decisions with clear recommendations; do not defer urgent issues until the next reporting cycle.
Planning leadership and reporting
Resource and sales pipeline planningMaintain a consolidated resource plan across projects and support, matching skills and availability to demand. Account for leave, support contingencies, architect availability and protected learning time.
Review the sales pipeline with sales and architects. Forecast effort, skills and start dates, distinguishing signed work from probable and uncertain demand. Validate capacity before customer commitments are finalised.
Identify staffing gaps early and recommend hiring, contractors, internal development or schedule changes. Present the required skills, timing, cost and impact of each recommendation; support recruitment, interviews and onboarding.
People leadership and upskillingSet clear objectives, conduct regular one-to-ones and performance reviews, coach staff and address underperformance. Foster accountability, effective collaboration and reliable delivery across the distributed team.
Maintain a technical skills matrix and quarterly development plans with the architects. Arrange mentoring, shadowing and practical assessments aligned with delivery gaps and future demand. Measure progress through work quality, independence and backup coverage.
Partner and contractor coordinationManage partners delivering outsourced projects and external contract resources. Agree scope, timelines and acceptance criteria; coordinate onboarding, allocation, performance, quality, escalations, commercial reviews, knowledge transfer and offboarding.
Operational control and management reportingRun weekly delivery and support reviews. Report biweekly on milestones, delays, recovery plans, support performance, escalations, workload and decisions needed. Review budgets, margins, pipeline demand, staffing and upskilling monthly. Maintain accurate data, documentation, quality checks and handovers.
Experience capabilities and outcomes
Essential experienceProven end-to-end delivery of enterprise software projects or products, from requirements and planning through implementation, testing, go-live and support. Experience may include ERP platforms such as Microsoft Dynamics 365 or Oracle, or other enterprise applications. A track record of resolving delays and customer escalations is essential.
Experience managing multiple projects and support contracts, leading teams and forecasting capacity. Strong budget, profitability and scope control, customer communication and decision-making. Ability to coordinate sales, architects, delivery partners and contract professionals.
Mandatory technical backgroundPrior hands-on technical experience in enterprise software development, engineering, implementation or technical consulting is mandatory. Candidates must have progressed from a technical role into delivery leadership and be able to assess risks, challenge estimates and work with architects on technical decisions.
Preferred experienceExperience delivering for Middle East customers will receive additional consideration. SharePoint and Microsoft 365 delivery experience or technical knowledge is an advantage, not a mandatory requirement. Architects provide specialist technical guidance.
An IT degree or equivalent practical experience. Relevant project management, IT service management or enterprise technology certifications are desirable.
Measures of successReliable milestones and customer acceptance; consistent support service levels; timely escalation resolution; controlled budgets and scope; accurate capacity forecasts; sustainable workloads; and measurable improvement in technical capability and backup coverage. Agree specific targets with management after establishing a baseline.
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