Manager Digital Delivery & Operations

Oman Investment Authority

Oversee delivery of core digital projects managed fully in-house (e.g., integrations, AI/Analytics).

Govern hybrid projects executed jointly with BOT partners and ecosystem vendors.

Validate project feasibility, solution architecture, and partner readiness before commitment.

Develop integrated delivery schedules, resource plans, and budget allocations.

Drive project reviews, stage-gates, and ensure alignment with PMO standards.

Guarantee successful transition of delivered projects into steady-state operations, with documentation and SLAs in place.

Operations & SLA Governance

Ensure SLA adherence across digital solutions, services, and platforms (availability, performance, MTTR).

Govern incident and problem management frameworks (L2/L3) to ensure timely resolution.

Monitor service uptime, SLA breaches, and escalation paths with internal teams and partners.

Conduct root-cause analysis of recurring incidents and implement preventative measures.

Establish proactive monitoring systems for applications, integrations, and digital platforms.

BOT Partner & Vendor Management

Manage BOT partners delivering part of the digital portfolio; track contract compliance and performance.

Define KPIs and reporting structures for partner-delivered services (% partner vs % internal delivery).

Evaluate and onboard vendors/partners for niche digital technologies.

Negotiate with partners to optimize costs, improve SLAs, and align with ODP governance.

Ensure effective collaboration with ecosystem partners during transitions and complex deployments.

Licensing & Asset Management

Govern licensing requirements for digital platforms, integration middleware, and AI/IoT tools.

Ensure compliance with vendor licensing models and optimize usage to reduce costs.

Track renewal timelines, license consumption, and partner-driven licensing agreements.

Work with Finance and Procurement to maintain license inventories and cost visibility.

Continuous Improvement & Automation

Build internal DevOps and automation capabilities to reduce dependency on external partners.

Drive automation initiatives (monitoring tools, self-service portals, ticket resolution) to improve efficiency.

Lead initiatives to optimize delivery costs, SLA adherence, and turnaround times.

Introduce reusable delivery frameworks and playbooks across projects.

Governance & Reporting

Report KPIs including SLA adherence, MTTR, % of projects delivered internally vs partners, cost optimization achieved, and customer satisfaction.

Maintain dashboards for leadership review and board-level reporting.

Ensure adherence to PMO methodologies, risk management frameworks, and ODP governance standards.

Support audits by maintaining audit-ready records of delivery projects, incidents, and partner SLAs.

Stakeholder & Client Engagement

Act as primary escalation point for clients on delivery and operational issues.

Collaborate with Product Managers to incorporate delivery insights into product roadmaps.

Ensure Sales, PMO, Delivery, and Operations teams work in sync to achieve customer satisfaction.

Conduct client reviews on SLA performance, incident management, and improvement plans.

Policy & Governance Alignment

Adhere to Onetech governance frameworks, PMO delivery standards, and ICT service management norms.

Ensure compliance with vendor license models, regulatory frameworks, and BOT partner contractual terms.