ESS Manager

Basic Scope of Job We are looking for an experienced and results-oriented Enterprise Support System (ESS) Manager with strong expertise in the Telecom domain. The role is responsible for managing end-to-end ESS application operations, ensuring high service availability, optimal performance, and strict SLA compliance. The ideal candidate will bring strong operational leadership, telecom application knowledge, and a continuous improvement mindset to drive efficiency and business value in a fast-paced environment. Principal Duties And Responsibilities Responsible for managing Telecom ESS application ecosystem including Inhouse Java developed Front-end Channels, web portal, Eshop, CRM, Radius, and Cloud platforms. Own and manage end-to-end operations of Telecom ESS applications, ensuring availability, performance, and adherence to SLAs. Automation 1st Mindset to remove manual work. Act as the primary point of coordination between IT teams, vendors, and business stakeholders to ensure smooth service delivery. Define, implement, and govern ITIL-based processes including Incident, Problem, Change, Release, SLA, and Service Reporting management. Ensure operational governance, quality assurance, and compliance across all ESS application services. Drive process optimization, automation, and continuous service improvement initiatives to enhance operational efficiency and customer satisfaction. Forecast resource requirements and lead recruitment, onboarding, and capability development of support teams. Lead cross-functional teams with clear accountability, performance management, and role clarity. Monitor and report key operational KPIs, SLAs, OLAs, and service performance metrics, ensuring timely corrective actions. Lead major incident management, root cause analysis (RCA), and implementation of preventive measures. Coordinate with engineering, architecture, and vendor teams for system upgrades, patches, and enhancements. Manage vendor performance, contractual obligations, renewals, and service delivery against agreed KPIs. Ensure compliance with telecom regulations, security standards, audit requirements, and data protection policies. Prepare and present operational dashboards, performance reports, budget reviews, and forecasts to senior management. Education & Qualification Bachelor’s degree in Telecommunications, IT, Business Administration, Operations Management, or a related field. Strong understanding of Telecom ESS environments (CRM , Sales Channel , Middleware etc). Strong IT knowledge including databases, reporting tools, and enterprise application operations. Experience in financial reporting within telecom or technology environments is an advantage. ITIL / Service Management certification (preferred) Telecom domain and application-specific operational training Special Skills Strong leadership and team management capabilities with experience handling large, multi-skilled teams Excellent negotiation, conflict resolution, and stakeholder management skills Strong experience in vendor and contract management Proven ability in budgeting, workforce planning, and operational governance Fluent in Arabic, French, and English Experience Minimum 10 years of relevant professional experience At least 3+ years in a Telecom Operations / Application Support leadership role