Senior Specialist, IT Services Delivery II Ma'aden Aluminium Company (MAC)

Key Accountabilities:

• Provide advanced technical support and guidance to end-users, ensuring timely resolution of incidents and requests through all support channels.
• Deliver dedicated and high-priority IT support to VIP users, ensuring exceptional service quality, rapid response, and minimal disruption to executive operations.
• Conduct regular health checks for VIP meeting rooms, devices, and collaboration systems to ensure smooth performance before critical meetings and events.
• Act as an escalation point for complex or sensitive issues requiring in-depth troubleshooting and coordination with vendors or other IT teams.
• Support the Service Delivery Manager in monitoring service performance against defined SLAs and KPIs to ensure service excellence.
• Collaborate with IT vendors and partners to ensure proper delivery of contracted services and adherence to performance expectations.
• Contribute to developing and maintaining knowledge base articles, standard operating procedures (SOPs), and user guides to improve service efficiency.
• Participate in planning and execution of end-user technology projects, including system upgrades, device rollouts, and technology refresh initiatives.
• Ensure accurate tracking and management of end-user assets across their lifecycle, maintaining compliance with IT policies and standards.
• Support audits and compliance activities to ensure adherence to Maaden s IT governance, cybersecurity, and regulatory requirements.
• Analyze service trends, identify recurring issues, and propose process or technical improvements to enhance the end-user experience.
• Provide input into budget preparation and cost optimization activities for end-user computing and related services.
• Promote a user-focused and customer-oriented culture by ensuring responsive, professional, and proactive support to all stakeholders.

Skills:

• Strong interpersonal and communication skills to interact effectively with users at all levels, including executives.
• Proactive attitude with strong customer service orientation and professionalism.
• Ability to manage multiple priorities and work efficiently under pressure.
• Solid documentation and reporting skills for incidents, requests, and asset tracking.
• Experience in managing VIP and executive support with discretion and urgency.
• Strong collaboration and teamwork abilities to coordinate with internal IT teams and external vendors.
• Excellent time management and organizational skills to balance operational and project activities.