Senior Manager Support Asset Applications📣 Job Ad

About Qiddiya and the Role

Qiddiya, a premier entertainment and leisure destination in Saudi Arabia, is seeking a Senior Manager Support Asset Applications to join its team in Riyadh. This full-time position is central to enhancing the Level 2 support framework for all asset applications across Qiddiya's diverse portfolio, which includes theme parks, hospitality, and retail environments.

Role Overview

The Senior Manager will lead a cross-functional team of specialists to provide expert support for a wide range of critical applications. These systems underpin the guest experience and operational efficiency, encompassing areas such as ticketing, F&B, Family Entertainment Centers (FEC), event management, leasing, footfall analytics, asset management, and Park Management Systems. The role focuses on ensuring the stability, availability, and performance of these systems.

Key Responsibilities

• Oversee all L2 support activities for the complete suite of asset applications, ensuring timely incident resolution and service request fulfillment to minimize business disruption.
• Develop, implement, and maintain comprehensive support procedures and workflows for consistent and high-quality service delivery.
• Establish and manage Service Level Agreements (SLAs) for all asset applications, monitoring performance metrics and reporting results to senior leadership.
• Act as the primary escalation point for major incidents and complex issues within the asset application landscape.
• Liaise with and manage managed service contractors and vendors for specialized application support, ensuring they meet contractual obligations and performance targets.
• Monitor application performance proactively, identifying trends and potential issues to prevent service degradation.
• Lead, mentor, and manage a cross-functional team of support resources responsible for all asset applications.
• Allocate resources effectively to ensure adequate coverage and expertise across different application domains.
• Ensure the team receives sufficient and continuous training from the Application Design & Delivery teams upon the rollout of new systems or features.
• Work closely with L0 and L1 support teams, providing necessary training, documentation, and skills to maximize first-point-of-contact resolution.
• Collaborate with the Application Design & Delivery team to identify and analyze commonly reported issues and trends.
• Drive the implementation of permanent solutions, bug fixes, and enhancements to minimize data corrections and incident recurrence.
• Maintain strong relationships with business stakeholders across all asset areas to understand priorities and ensure the support structure meets operational needs.

Required Qualifications

• Bachelor's degree or similar qualifications in Information Technology, Computer Science, or a related field.
• 7+ years of experience in IT application support, with a significant focus on managing support for diverse business systems in a large-scale environment.

Experience and Skills

• Proven experience leading a support team for applications such as Ticketing, F&B (POS, KDS), Retail, Leasing Management, Event Management, Asset Management, and Park Management Systems.
• Demonstrated success in establishing support procedures, defining and managing SLAs, and overseeing vendor/managed service provider relationships.
• Experience working in a multi-tiered support environment (L0, L1, L2, L3) and a proven track record of improving first-call resolution rates.
• Strong background in collaborating with design, delivery, and development teams for effective problem management and continuous service improvement.

Work Environment

This is a full-time position based in Riyadh, Saudi Arabia, operating within a dynamic environment focused on creating a premier entertainment and leisure destination.