IT Manager

Job description / Role

Role Purpose

Ensure all technology systems supporting commercial and operational performance are functional, accurate, and integrated. Govern data quality across the Customer Relationship Management, Enterprise Resource Planning, and reporting platforms. Deliver the technology roadmap defined in the Sales Playbook.

Key Responsibilities

Systems Management

• Maintain availability and performance of all core systems: Customer Relationship Management, Enterprise Resource Planning, e-commerce platform, and Business Intelligence dashboards
• Resolve all system incidents within agreed timelines: critical within four hours, standard within two working days
• Manage the Customer Relationship Management decision between Zoho and MBC customization

Data Governance

• Maintain the Minimum Data Dictionary and communicate it to all departments
• Complete monthly cross-system data reconciliation across Customer Relationship Management, Enterprise Resource Planning, and reporting
• Resolve all conflicting Stock Keeping Unit data across departments within five working days of identification

Control Tower Dashboard Management

• Build and maintain all Control Tower dashboards for all department heads
• Ensure all dashboards are refreshed and ready by Monday morning of each week
• Correct any dashboard data error within 24 hours of identification

Technology Roadmap Execution

• Execute the technology roadmap milestones defined in the Sales Playbook
• Track all roadmap milestones in the Master Tracker with owners, deadlines, and status

• Core Competencies
• Systems Management
• Maintains availability and performance of all core business systems.

• Indicator: System uptime above 99%; critical incidents resolved within 4 hours.

Data Governance

Ensures data consistency and accuracy across all systems.

• Indicator: Minimum Data Dictionary current; monthly reconciliation completed; zero conflicting Stock Keeping Unit data across departments.

Dashboard Management

Builds and maintains accurate, timely Control Tower dashboards.

• Indicator: All dashboards refreshed by Monday morning weekly; errors corrected within 24 hours.

Technology Roadmap Execution

Executes technology milestones to timeline and budget.

• Indicator: 85% of milestones delivered on time; stakeholders updated monthly.

Experience and Qualifications

Required

• Minimum six years of Information Technology management experience in a commercial or distribution environment
• Demonstrated experience managing Customer Relationship Management and Enterprise Resource Planning systems
• Experience building and maintaining Business Intelligence dashboards and reports
• Project management capability: able to run multiple technology implementation workstreams simultaneously
• Strong stakeholder management skills across non-technical functions

Educational Background and Languages

• Minimum educational qualification: Bachelor’s Degree
• Preferred field of study: Information Technology, Computer Science, Information Systems, Software Engineering.
• Professional certification required or preferred: PMP, ITIL, Microsoft, ERP/CRM Certifications, Cybersecurity Certification.
• Language requirements beyond English: Arabic, South Indian, Urdu

About the Company

Dhofar Global is a regional key player in hygiene and public health solutions. The company is on a transformation journey to expand its product portfolio and geographic reach to serve customers across borders and industries while maintaining its positioning as a trusted partner in delivering sustainable solutions that enhance lives and lifestyles.

Dhofar Global serves organizations in the United Arab Emirates, Oman, and Qatar, ranging from hotels to restaurants, catering suppliers, corporate businesses, cleaning and facility management, to companies in petroleum, aviation, telecom, automotive, healthcare, wellbeing and wellness, and much more.

The company is a pioneer in e-commerce and provides comprehensive e-services, designed to empower organizations by simplifying their sourcing lifecycles while fostering meaningful relationships and enabling informed decisions. Its state-of-art e-services allow customers to:

• Streamline their operations.
• Save time, energy, and money by accessing all necessary information through a single, user-friendly platform and dashboard.
• Seamlessly manage orders with personalized product suggestions, exclusive online discounts and promotions, tailored product searches, and customized pricing through quotation requests.
• Effortlessly oversee every aspect of their orders, from data collection and placement to automation, shipment tracking, and payment monitoring along with real-time inventory management for efficient stock tracking, preventing overstocking or shortages.

Dhofar Global believes that its human resources are its most valuable asset and is proud of the unwavering loyalty of its teams providing the best customer service in the industry.