Control Tower Lead

• Leads the Control Tower team to provide continuous monitoring and support for Managed Services operations across all delivery centers, including coordinating resource arrangements
• Provides oversight and guidance to all Control Tower functions
• Establishes clear roles and responsibilities for team members and fosters a collaborative and high-performance culture
• Implements incident management processes and protocols to promptly identify, escalate, and resolve incidents affecting service delivery in a timely manner
• Monitors and enforces SLA compliance through the Operational Excellence function, ensuring that all incidents and service requests are resolved within agreed timelines
• Proactively addresses potential SLA breaches and implements corrective actions
• Identifies opportunities for process optimization and service improvement, driving efficiency and excellence in the Managed Services environment
• Implements best practices and standardized procedures across the Control Tower function
• Presents performance insights to leadership and stakeholders to facilitate informed decision-making
• Conducts quality reviews and audits to ensure that service delivery aligns with established standards and client expectations
• Implements quality improvement initiatives based on feedback and observations
• Acts as a primary point of contact for clients during critical incidents, providing timely and accurate updates on incident resolution progress
• Engages in regular service review meetings with clients to address concerns and gathers feedback

Expected Skills

• People management
• Stakeholder management
• Delivery management
• Risk management

Expected Competencies

• Strategic mindset
• Stakeholder management
• Ability to influence
• Communicate with impact
• Project management
• Results driven
• Drive organizational excellence

Required Language Skills

• Proficient in written and spoken English
• Arabic is a plus

Minimum Education And Specific Qualification

• Bachelor’s Degree in Engineering, Business Management /Administration or equivalent
• Master’s Degree in Engineering, Business Management / Administration or equivalent from an accredited university is preferred
• Certifications in relevant domains (e.g. PMP or equivalent) would be advantageous