Senior Executive Manager Applications Support

About the Role

Bupa Arabia is seeking a Senior Executive Manager - Applications Support to lead and manage the end-to-end support, operations, availability, and continuous improvement of enterprise business applications. This full-time position is based in Jeddah and requires 5-10 years of relevant experience.

Role Purpose

The primary purpose of this role is to ensure operational stability, timely service delivery, stakeholder satisfaction, and service excellence. This is achieved by governing 1st and 2nd line application support across all business domains within the organization.

Key Accountabilities

• Lead and manage 1st and 2nd line application support functions for enterprise business applications, ensuring effective incident, service request, problem, and operational management while maintaining service quality and business continuity.
• Establish and govern application support processes, operational standards, KPIs, and service governance to ensure consistent, efficient, and high-quality service delivery.
• Manage relationships with business stakeholders, technology teams, and external vendors to ensure effective service delivery, issue resolution, production readiness, and alignment with business priorities.
• Lead, develop, and mentor the application support team by defining objectives, monitoring performance, building technical capabilities, and fostering collaboration and accountability.
• Ensure resilient application operations by overseeing major incidents, change implementation, release readiness, disaster recovery preparedness, operational risks, and service continuity.

Required Knowledge and Experience

• Knowledge of NPHIES Workflows, HL7 interfaces, and ZATCA modules/Workflows.
• Experience in Lab & Pharmacy integration.
• Experience in health insurance business integration.
• Managing 1st & 2nd line business application support.
• Experience with ITSM platforms (*, BMC, Jira Service Management, ServiceNow).
• Strong understanding of ITIL practices.
• Working with cloud and on-premises enterprise applications.
• Managing production support in a 24×7 operational environment.
• Supporting core business applications in large insurance and/or healthcare organizations, including insurance core systems and HIS.
• Managing vendors and outsourced support services.

Candidate Profile

The ideal candidate will possess 5-10 years of experience in applications support, demonstrating strong leadership and technical capabilities in managing complex enterprise environments. A commitment to service excellence and operational stability is essential for this role.