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App, Digital & Delivery Lead

Date: 24-Nov-2021

Location: Dubai, AE

Company: Majid Al Futtaim

Role Purpose : 


Enterprise, Digital & CX Apps Delivery Lead directs and oversees high level strategic and tactical decisions for customer & consumer facing technology services across the company. Facilitates organizational application strategies for governance, design, implementation, integration, and usage. Responsible for leading the design, development and maintenance of related applications. Identifies, researches, and resolves business challenges and technical problems. Responsible for ensuring all service support and service delivery actions are taken to meet the customers/business and tech requirements for those services.


Role Details : 

  • Responsible for the overall direction of Enterprise Apps, CX and Digital Solutions, working with the leadership teams to develop the strategic direction and ensure stakeholder satisfaction with the deliverables of strategic application initiatives.
  • Responsible for Enterprise, CX and Digital capabilities & solutions roadmap, to develop specific objectives for the business domains and develops budgets, resources, and operations to support them.
  • Drive and deliver the tech service management strategy and to make sure it aligns with the overall technology and company strategy.
  • Lead and instill continuous service improvement of the service provided by the service operations teams through working across a wide range of tech teams and by introducing new ideas, concepts and standards from outside the business.
  • Manage and drive innovation and quality through the company's service management framework, to ensure all services are delivered with a value proposition in mind, empowering and enabling the business setting them up for success from a Technology services standpoint.
  • Effectively monitor, control and support service delivery, ensuring systems, methodologies and procedures are advocated and followed in collaboration with the Service Operations management team.
  • Responsible for managing customer expectations, ensuring that KPI's, SLA's and customer requirements are met, maintained and exceeded.
  • Engage with key internal business contacts and with senior management through regular service management reporting and service reviews.
  • Partner with IT partners & business stakeholders in delivering technology solutions in an agile and accelerated approach.
  • Drive continuous improvements by articulating opportunities for innovation and adoption of new trends and industry best practices.
  • Act as a lead role on foreseeing potential risks and issues, establishing a process to minimize or mitigate key risks/issues in tech services area.
  • Practice service level agreements (SLA's) in relation to service area of responsibility, ensuring the SLA's are achieved; service quality and internal customer expectations are met or exceeded.
  • Work with service operations teams to ensure Incident, Problem and Change management processes are delivering required outcomes.
  • Drive agreement on business KPI's and quality attributes for services, ensuring appropriate NFR's and KPI's are understood within project workstreams.
  • Accountable for quality of service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.
  • Build and maintain relationships with key third-party suppliers, reviewing service delivery reports and driving service improvements, ensuring quality of service, performance and adequate capacity.
  • Work with cross functional teams to ensure adequate disaster recovery and business continuity plans
  • Recruit and manage the high performing team by defining job responsibilities, KPIs, conducting performance reviews and trigger corrective action where needed, as well as coaching, mentoring and team building. Identify and implement industry best practices for the team.
  • Reduce Cost Drivers (ensure that they are within budget or at agreed target levels)


Functional/Technical Competencies


  • Great communication and listening skills.
  • Demonstrated negotiation and complex problem-solving skills with a customer centric mindset.
  • Ability to think about the future state and strategic directions while implementing quick wins and delivering business value in a cost effective and agile manner
  • Ability to work cohesively with other teams within the Information Technology department and partners across the MAF group
  • Ability to effectively lead change management in a positive manner and to handle changing priorities.
  • Advanced knowledge of IT application, data and integration architectures.
  • Background in deploying commercial solutions requiring integration with other enterprise systems.
  • Solid understanding of data analysis, budgeting, and business operations.
  • Excellent time management and self-organizing skills.
  • Participates in the project huddles and reviews, and timely update and provide feedbacks on lessons learned, issues and risks.


Personal Characteristics and Required Background:


Personal characteristics

  • Proven success in contributing to a team-oriented environment
  • Open- minded, Honest
  • Great attitude and possess a sense of accountability
  • Must be well versed in communicating to both technical and non-technical persons.

Minimum experience

  • Bachelor or higher degree in Engineering, Computer Science, IT.
  • Minimum 12 years of IT experience.
  • Minimum 10 years of experience leading IT application and/or large delivery teams.
  • Mandatory experience in leading implementation & application support for large business user community on Microsoft AX / D365 ERP (Modules - Inventory Management, Sales & Marketing, Retail, Supply Chain & Logistics, eCommerce), Microsoft Dynamics AX POS & D365 POS
  • Mandatory experience in leading implementation & application support on Microsoft Dynamics 365 CRM
  • Mandatory experience in handling large scale integrations with POS systems, eCommerce Platforms, third party logistics systems
  • Mandatory experience in managing Content Management Systems, Websites management
  • Mandatory experience in managing development and application support of Web, Mobile and RPA solutions.
  • Added advantage would be experience with CRM systems like Salesforce CRM etc.
  • Experience in managing Digital, Marketing, Omnichannel user experience applications.
  • Minimum 5 years of leadership experience in managing multiple, cross-function teams and projects, and influencing senior level management and key stakeholders required.
  • Experience in IT and digital business transformation in a retail customer facing environment
  • Ability to understand business strategies and articulate related technology roadmaps
  • Ability to manage multiple stakeholders and address changing requirements in a dynamic environment
  • Experienced in developing and managing IT policies, standards and IT budgets
  • Experienced in creating and measuring IT KPIs
  • Excellent vendor relations and management skills
  • ITIL Service Management certification
  • Good knowledge with full lifecycle of software development, DevOps, Automation and Integration methodologies is required.
  • Good knowledge and experience of business process design.
  • Good experience of implementing and leading projects in Agile project methodology and practices