IT Delivery Manager

JOB PURPOSE:Lead the delivery, support, and lifecycle management of RCC’s non-SAP business applications, including customer-facing, logistics, weighbridge, governance, compliance, and service management solutions. Ensure that business-critical applications remain reliable, secure, well-supported, and continuously improved in alignment with business requirements, IT governance standards, and approved change management processes.The role is responsible for coordinating application delivery, operational support, business requirements, vendor performance, system enhancements, and integration with SAP S/4HANA Cloud to ensure effective and sustainable technology services across RCC.REPORTING, GOVERNANCE & ROLE CONTEXT:Operate under the direction and governance of the authorized IT manager and work closely with the IT Applications and other relevant IT teams.Own the day-to-day service delivery, support, enhancement, and lifecycle management of assigned non-SAP business applications.Coordinate the integration and operational relationship between non-SAP business applications and SAP S/4HANA Cloud.Ensure all activities are performed in accordance with approved IT governance, access control, change management, cybersecurity, procurement, and Delegation of Authority requirements.Recommend appropriate actions and coordinate delivery activities while operating within the approved authority limits.Escalate matters requiring management approval, including budgets, contracts, policy or security exceptions, major production changes, and financial commitments.

Key Responsibilities

Take ownership of the day-to-day operational performance of assigned non-SAP business applications.Monitor application availability, performance, recurring incidents, and service performance.Identify operational risks and ensure timely corrective actions or escalation.Maintain accurate application ownership records and support contacts.Maintain technical documentation and operational procedures.Key Result Areas:Application AvailabilityService Stability2. Business Support & Continuous Improvement

Key Responsibilities

Act as the primary IT point of contact for business users of assigned applications.Coordinate the resolution of functional and technical issues.Understand business requirements and translate them into clear system requirements.Prepare and prioritize enhancement requests and improvement initiatives.Identify recurring business and system pain points.Recommend improvements to enhance usability, process efficiency, and service quality.Key Result Areas:User Support EffectivenessImprovement Backlog Delivery3. Application Delivery & Change Management

Key Responsibilities

Lead the delivery of new non-SAP applications and approved enhancements.Manage activities from requirements gathering through testing, deployment, go-live, and transition to support.Coordinate business, technical, and vendor activities.Track approved scope, milestones, dependencies, and readiness criteria.Ensure application changes comply with approved change management requirements.Ensure proper testing, documentation, deployment, and go-live procedures.Key Result Areas:Milestone DeliveryChange Success4. Vendor & SLA Management

Key Responsibilities

Manage day-to-day coordination with application vendors and implementation partners.Coordinate with software providers and technical consultants.Monitor vendor SLAs, open actions, defects, incidents, and delivery commitments.Escalate material service gaps through appropriate governance channels.Review vendor service performance and delivery evidence.Provide recommendations regarding the closure of vendor actions and issues.Key Result Areas:Vendor SLA ComplianceIssue Closure Quality5. Integration & Data Support

Key Responsibilities

Ensure reliable functional integration between non-SAP business applications and SAP S/4HANA Cloud.Support APIs, web services, and middleware interfaces.Coordinate investigation and resolution of integration and data-related issues.Work with application, SAP, and vendor teams to resolve issues.Use SQL, reporting, monitoring, and diagnostic tools where appropriate.Support issue analysis and operational decision-making.Key Result Areas:Integration ReliabilityData Issue Resolution6. IT Governance, Controls & Reporting

Key Responsibilities

Ensure assigned applications comply with applicable IT governance requirements.Ensure compliance with access control, application lifecycle, change management, cybersecurity, and regulatory requirements.Maintain accurate and up-to-date operational documentation.Maintain support procedures, change records, service records, and control evidence.Provide regular reports on application performance and service risks.Report major incidents, vendor performance, improvement initiatives, and delivery status to management and stakeholders.Key Result Areas:Control ComplianceManagement VisibilityGENERAL ACCOUNTABILITIES:Comply with all applicable Company policies, procedures, delegated authorities, confidentiality requirements, and records management standards.Comply with relevant health, safety, security, quality, and environmental requirements and promptly report identified risks or concerns.Protect confidential, personal, and commercially sensitive information from unauthorized access, use, or disclosure.Maintain professional standards and effective working relationships with internal stakeholders, vendors, and business partners.Perform other related duties and assignments within the scope and level of the position, as directed by the authorized manager.COMMUNICATIONS & WORKING RELATIONSHIPS:InternalIT Director / Authorized IT ManagerIT Applications, SAP, and IT Operations teamsBusiness process owners and key users across RCCFinanceSupply ChainSales & MarketingPlant OperationsHuman ResourcesGovernance & ComplianceCybersecurity and other relevant governance stakeholdersExternalApplication vendors and implementation partnersSoftware support providersTechnical consultantsIntegration and middleware service providersOther approved technology service providers and external stakeholders within contractual, confidentiality, and delegated authority boundariesQUALIFICATIONS, EXPERIENCE & PROFESSIONAL REQUIREMENTS:EducationBachelor’s degree in information technology, Computer Science, Information Systems, or another closely related discipline.Experience5–8 years of relevant experience in business application management, application support, IT service delivery, or a related field, including hands-on experience in application support, lifecycle management, system implementation, and business application delivery.Experience in industrial, manufacturing, or similar operational environments is preferred.Professional Certifications:ITIL 4PMP or PRINCE2Agile / ScrumCBAP or other recognized Business Analysis certificationsOther relevant IT service management or application management certificationsTechnical Knowledge:Business application support and lifecycle managementIncident, problem, change, and enhancement managementApplication implementation and deploymentITIL / ITSM principles and practicesVendor and SLA managementAPIs, web services, and middleware integrationIT governance and access controlApplication monitoring and service managementSAP S/4HANA Cloud integrationSQL and reportingData and integration troubleshootingIndustrial and manufacturing applicationsSystems & Digital Skills:Business applications and enterprise systemsITSM / service management platformsApplication monitoring and support toolsProject and enhancement tracking toolsSQL and reporting toolsUnderstanding of SAP S/4HANA Cloud integration at a functional levelMicrosoft Office and business reporting toolsLanguage:Proficiency in English is required for effective communication with technical teams, vendors, and business stakeholders. Arabic proficiency is preferred.Other Requirements:Strong ownership and accountabilityHands-on problem-solving capabilityStrong stakeholder management and communication skillsAbility to manage multiple priorities and competing requirementsStructured and disciplined approach to service deliveryAbility to work independently within established governance and authority frameworksStrong vendor and negotiation coordination skillsContinuous improvement mindsetAbility to work effectively across technical and business teams