Senior Manager - Omnichannel Application Strategy & Support

Location

United Arab Emirates

Company name

Chalhoub Group

Sector

Technology

Contract duration

Full time

Salary (monthly)

Non-Dislcosed

Experience

10+ Years

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About the role

We are seeking an inspiring and strategic Senior Manager - Omnichannel Application Strategy & Support to lead the support operations for critical business applications, including Oracle, SAP, Salesforce commerce, CRM, MuleSoft, and other enterprise platforms. This role goes beyond traditional support—it is about driving transformation, elevating system performance, and leading with data-driven insights. The ideal candidate is a visionary leader who thrives at the intersection of technology, strategy, and business outcomes. They will spearhead initiatives in observability using tools like Datadog, ensuring proactive issue resolution and performance optimization. This role demands a blend of deep technical expertise, strategic leadership, and the ability to influence change across the organization.

Responsibilities

Strategic Leadership:• Partner with the Architecture Team to identify opportunities for system improvements and architectural advancements.
Provide strategic advisory on operational architecture and potential risks during project delivery, sharing lessons learned to continuously improve systems.
Bridge the gap between business strategies and application support strategies, ensuring IT delivers tangible business value.
Act as an agent for change, driving continuous improvement, challenging the status quo, and fostering a culture of innovation.
Plan proactively for high-impact sales periods (e.g., Ramadan, Black Friday), ensuring flawless system performance and readiness.
Influence and shape technology roadmaps, contributing to long-term strategic planning.
Observability & Performance Excellence:
Lead the observability strategy across applications using Datadog or similar tools, establishing a culture of proactive monitoring and real-time insights.
Implement advanced dashboards, alerts, and metrics to ensure system health, performance tuning, and early detection of anomalies.
Analyze application performance data to identify trends, optimize performance, and drive informed decision-making.
Collaborate closely with engineering teams to resolve performance issues and enhance system resilience.
Vendor & Stakeholder Management:
Own and manage vendor relationships, including contract negotiations, service performance, and strategic partnerships.
Foster strong relationships with key business stakeholders, ensuring alignment between IT services and business goals.
Drive accountability with external partners and internal teams, ensuring service excellence and continuous improvement.
Technical Leadership:
Provide deep technical guidance on application architectures, infrastructure, cloud technologies, and security best practices.• Lead initiatives to improve application performance, system reliability, and operational efficiencies.
Champion best practices in infrastructure, cloud computing, and cybersecurity, ensuring robust, scalable solutions.
Actively participate in project delivery, offering insights on operational risks, architectural gaps, and strategies for optimization.
Analytics & Data-Driven Decision Making:
Harness the power of data-driven insights to guide decisions, improve operational efficiency, and enhance service quality.
Develop comprehensive analytics dashboards and performance reports for senior leadership, highlighting key metrics and improvement areas.
Use data to proactively identify risks, drive continuous improvement, and optimize business outcomes.

Requirements

Qualifications & Experience:
Bachelor’s degree in Computer Science, Information Technology, or a related field.
10+ years of experience in application support, with at least 3 years in a strategic leadership role.
Proven expertise in observability tools like Datadog, including building dashboards, setting up alerts, and performance monitoring.Strong technical background in platforms like Oracle, SAP, Salesforce, MuleSoft, and cloud environments (AWS, Azure).
Demonstrated experience in vendor management, contract negotiations, and strategic partnerships.
Solid understanding of infrastructure, cloud technologies, and security principles.
Strong background in data analytics, using metrics to drive operational excellence.
ITIL certification or equivalent knowledge of service management best practices is preferred.
Experience in retail, e-commerce, or MarTech industries is an advantage.
Managing a business with high volumes and transactions where uptime is crucial and performance is critical.
Leading teams of 10 or more employees