ESS Manager

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. 

Position Requirement 

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. 

Training Required 

ITIL / Service Management certification (preferred) 

Telecom domain and application-specific operational training 

Minimum 10 years of relevant professional experience  

At least 3+ years in a Telecom Operations / Application Support leadership role  

• 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