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Service Delivery Manager

Saudi Arabia or Egypt - MNG003
Responsible for the delivery, management and improvement of IT services to support the company’s business and meet user needs, using a set of well-defined best practices and Smartware project methodology. Responsible for leading the development, implementation, sustainment, and continuous improvement of the technical delivery team, identify and improve delivery processes; as well as establishing, measuring and reporting on Key Performance Indicators (KPIs) related to services, processes, people, operations, and projects.
  • Minimum of Bachelor's Degree in Computer Science, Information Systems, or equivalent field
  • 10-15 years of related and progressive experience combining IT delivery, solutions implementation, project management, operations management, team leadership.
  • At least 5 years’ experience in delivering IT Service Management (ITSM) projects
  • Excellent communication skills mandatory in English; native Arabic is a must.
  • Service, project and results-orientation, with strong analytical and problem solving skills.
  • High-energy work ethic, ability to establish vision, drive change and deliver results.
  • Ability to facilitate cross-functional teams to develop, deliver, operationalize, document, and support solutions.
  • Knowledge of developing and managing SLAs, KPIs, and critical success factors for IT Services, Processes, People, operations and work environments.
  • Experience of ITSM software applications and tools, analysis, and reporting.
  • ITIL v3 Expert, ISO20000, Cobit, BPMN, CMMI, Six Sigma,  training and certification are a plus.
  • Technical certifications (MCSE, CCNA, ITSM vendor tools and systems) are a plus.
  • Contribute directly to the strategy, development and quality of the company’s service delivery capability.
  • Own all projects and ensure their effective delivery, management and improvement to meet company and client needs.
  • Active stakeholder in underlying operations process and infrastructure, to drive the continuous improvements across the technical teams to meet existing customer contract/statement of work, Service Level Agreements (SLAs), and Operating Level Agreements (OLAs) requirements.
  • Create, monitor, and report on a comprehensive set of metrics and KPIs based on the IT service deliverables and the agreements above.
  • Develop both short and long term service and process goals and maturity levels to be achieved over the specified time period.
  • Work within the management structure to provide thought leadership on process development, the current position, roadmap and strategic direction of the company business.
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Senior Consultant - IT Management - ITSM

Saudi Arabia or Egypt - ITSM003
IT Management Transformation
Smartware is looking for immediate hiring of Senior Consultant with strong IT Service Management experience to meet the expanding business. Candidate should have Micro Focus IT Service Management (UCMDB, AM, SM, SMAX) technical experience as well as strong knowledge of IT Management standards and best practices.

Location: Saudi Arabia or Egypt
  • Minimum of Bachelor's Degree in Computer Science, Information Systems, or equivalent field
  • At least 6 years’ experience in delivering IT Service Management (ITSM) projects across different technologies such as Micro Focus, BMC and/or ServiceNow.
  • Excellent customer service skills and strong ability to manage business relationships
  • Good Communication Skills and ability to work individually and/or within a team
  •  Strong experience in customer facing projects
  •  Experience in business process and/or technical consulting
  •  Experience with IT systems and technology platforms
  • Currently possess Information Technology Infrastructure Library (ITIL) V3 Certificate
  • IT Service Management processes and solution experience (design, architecture, implementation, support)
  •  Knowledge of Micro Focus solution is must; IT Service Management (uCMDB, AM, SM, SMAX) along with their associated processes and lifecycle.
  • Demonstrated experience implementing service improvement processes in response to performance metrics or service level agreements.
  • Experience in integrating Service Manager with Operations Orchestration and other Micro Focus Solutions.
  • Ability to design and deploy discovery processes using Micro Focus uCMDB modules.
  • Experience in Micro Focus uCMDB modelling and federation with Service Manager, Asset Manager and Operations Bridge.
  • Capable to customize forms and workflows as well as data parameters of Micro Focus Service Manager.
  • Advanced skills of Micro Focus should be proven by reference use cases of implementation and/or operation where best practices such as ITIL and IT4IT are followed to deliver valuable outcomes to the end users.
  • Good understanding of Windows and UNIX environments and shell Scripting: UNIX: Linux Red hat, AIX, HP-UX, Solaris
  • Good understanding and usage of the following programming languages: JAVA, .NET, HTML, XML
  • Conduct Requirements Analysis and consulting workshops
  • Implement and Deploy Microfocus Solutions and its 3rd party integrations
  • Prepare and maintain all technical and business documents and collaborate with clients and IT department to provide support to all issues.
  • Establish all technical project requirements and maintain effective professional relationships with clients and organize project materials.
  • Provide solution designs and complete architecture based on customer requirements
  • Provide technical assistance on pre-sales activities and demos
  • Analyze and present data and document results in an easily understandable format
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Senior Consultant - IT Management - AIOps

Saudi Arabia or Egypt - AIOPS003
IT Management Transformation
Smartware is looking for immediate hiring of Senior Consultant with strong IT Operation Management experience to meet the expanding business. Candidate should have Micro Focus IT Operation Management technical experience as well as strong knowledge of IT Management standards and best practices.

Location: Saudi Arabia or Egypt
  • Minimum of Bachelor's Degree in Computer Science, Information Systems, or equivalent field
  • At least 6 years’ experience in delivering AIOps projects across different technologies such as Micro Focus, BMC, IBM and/or AppDynamics
  • Excellent customer service skills and strong ability to manage business relationships
  • Good Communication Skills and ability to work individually and/or within a team
  •  Strong experience in customer facing projects
  •  Experience in business process and/or technical consulting
  •  Experience with IT systems and technology platforms
  •  Infrastructure Monitoring experience and Application Performance Management (APM) (design, architecture, implementation, support)
  •  Knowledge of Micro Focus solution is must; Operations Bridge (OMi, SiS, APM, OBR, BVD)
  •  Advanced skills of Micro Focus should be proven by reference use cases of implementation and/or operation where best practices such as ITIL and IT4IT are followed to deliver valuable outcomes to the end users.
  • Good understanding of Windows and UNIX environments and Scripting: UNIX: Linux Red hat, AIX, HP-UX, Solaris
  • Good understanding and usage of the following programming languages: JAVA, .NET, Batch, UNIX Shell Script, HTML, XML
  •  Databases: Oracle, Microsoft SQL
  • Conduct Requirements Analysis and consulting workshops
  • Implement and Deploy Microfocus Solutions and its 3rd party integrations
  • Prepare and maintain all technical and business documents and collaborate with clients and IT department to provide support to all issues.
  • Establish all technical project requirements and maintain effective professional relationships with clients and organize project materials.
  • Provide solution designs and complete architecture based on customer requirements
  • Provide technical assistance on pre-sales activities and demos
  • Analyze and present data and document results in an easily understandable format
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Sales Manager

Riyadh Saudi Arabia - SAL002
Management of all levels of direct and channels sales for increasing Smartware market share in assigned sectors. Focus to maintain current business relationships, progress current opportunities and create new business leads. To be aware of all bids in Saudi Arabia and assure Smartware involvement and winning. You will work closely with Smartware partners to build successful customer relationships in Saudi Arabia. You will be in charge of building long-term partnerships with customer's key decision makers based on Smartware consultative sales model.
Job Qualifications:
  • 5+ years of relevant experience in IT sales/ Business Development in Saudi Arabia s a must
  • Experience in Cyber security & IT Service Management is required.
  • Enthusiastic and driven by results.
  • Self-starter, self-motivated and a team player.
  • A strong customer oriented mentality with ability to utilize relationships to drive results.
  • Must be already located in Saudi Arabia
  • Establishes productive, professional relationships with key personnel in assigned accounts.
  • Leads solution development efforts that best address customers needs, while coordinating the involvement of all necessary company and partners personnel.
  • Coordinates the involvement of Smartware personnel, including Presales, service, and management resources, to meet performance objectives.
  • Meets assigned targets for profitable sales volume and strategic objectives in assigned accounts.
  • Proactively leads planning process with Smartware partners to develop objectives, financial targets, and milestones associated with the partner relationship.
  • Proactively assesses, clarifies, and validates customers needs on an ongoing basis
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Associate Consultant

Egypt - JNRC001
Smartware is looking to hire talents for multiple position to be part of our Consulting and Professional Services Delivery Department. Candidate should be ready to learn new technologies and IT standards.

Short trips outside Egypt might be needed with possibility to be offered relocation for long term engagements.

Location: Egypt

To qualify for one of the offered positions, you should be a university graduate with IT or related specialization; and at least 1 year experience in two of the following areas:

  • Common Java web application architecture frameworks such as servlets, EJB, web services, RMI, JMS, MQ-Series, etc.
  • Common .NET web application architecture frameworks, distribution mechanisms and messaging components such as ASP.NET, ASMX, WCF, MSMQ, etc.
  • Competence working with Unix, Linux and Windows operating systems including shell scripting.
  • Databases Administration (MSSQL, Oracle , MySql, etc)
  • Basic networking concepts, operation and configuration
You will be part of Smartware Consulting and Professional Services Delivery Department; working with high performing service delivery and collaborative Senior Consultants who will coach you to deliver high quality services across various Technologies such as Micro Focus, Citrix, Orbus Software and Microsoft.

Main responsibilities will be:
  • Deploy Micro Focus, Citrix, Orbus Software and Microsoft Technologies
  • Configure and customize the solutions as per the Solution Design
  • Operate and maintain running systems
  • Support customers in resolving issues and improving performance related to the implemented solutions
  • Business Process Modelling and Analysis
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IT Transformation Talent

Smartware is welcoming talents who are pioneers in IT Transformation and utilizing consultation for delivering value to the clients. Please share your profile and we will contact you back if you are meeting one of the required assignments.
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