Senior Executive Manager - Applications Support

Role Purpose:

To lead and manage the end-to-end support, operations, availability, and continuous improvement of enterprise business applications. This role ensures operational stability, timely service delivery, stakeholder satisfaction, and service excellence by governing 1st and 2nd line application support across all business domains.

Key Accountabilities:

1- Applications Support & Operations;

• Lead and manage the 1st and 2nd line application support functions across enterprise business applications by ensuring effective incident, service request, problem, and operational management while maintaining service quality and business continuity.

2- Service Governance;

• Establish and govern application support processes, operational standards, KPIs, and service governance to ensure consistent, efficient, and high-quality service delivery.

3- Vendor & Stakeholder Management;

• Manage relationships with business stakeholders, technology teams, and external vendors to ensure effective service delivery, issue resolution, production readiness, and alignment with business priorities.

4- Team Leadership & Capability Development;

• Lead, develop, and mentor the application support team by defining objectives, monitoring performance, building technical capabilities, and fostering collaboration and accountability.

5- Operational Risk & Service Continuity;

• Ensure resilient application operations by overseeing major incidents, change implementation, release readiness, disaster recovery preparedness, operational risks, and service continuity.

• Enterprise Application Support Management
• IT Service Management (ITIL)
• Incident, Problem & Change Management
• Service Delivery & Operations Management
• SLA & KPI Management
• Major Incident Management
• Vendor & Contract Management
• Team Leadership & People Development
• Stakeholder Management
• Root Cause Analysis
• Operational Governance
• Business Continuity & Disaster Recovery
• Risk Management
• Budget & Resource Planning
• Strong communication, negotiation, and presentation skills
• Analytical thinking and decision-making
• Continuous Improvement mindset
• Must have knowledge in: NPHIES Workflows, HL7 interfaces, ZATCA modules/ Workflows, Experience in Lab & Pharmacy integration, Experience in health insurance business integration.
• Experience managing 1st & 2nd line business application support.
• Experience with ITSM platforms (BMC, Jira Service Management, ServiceNow, etc.).
• Strong understanding of ITIL practices.
• Experience working with cloud and on-premises enterprise applications.
• Experience managing production support in a 24×7 operational environment.
• Experience supporting core business applications in large insurance and/or healthcare organizations including insurance core system and HIS.
• Experience managing vendors and outsourced support services.