Executive Director - ICT Operations

The Head of City Operations IT is accountable for establishing, leading and maturing the City Operations IT function as the operational technology capability responsible for maintaining and operating the City’s ICT infrastructure, smart city systems, operational platforms, business applications, public safety technology, IT/OT network and security operations, and related service management capabilities.

The role is also responsible and accountable for the execution and delivery of multi-year technology roadmaps for City Operations and the City Command and Control Unit, ensuring that strategic technology priorities are translated into funded, governed and executable programs.

The role provides strategic and operational leadership across the City Operations IT value chain, ensuring that service ownership, operational readiness, technology governance, vendor support, workforce capacity, transition planning and BAU service delivery are properly defined, funded, governed and executed.

• Lead the execution and activation of the City Operations IT Target Operating Model and transition into BAU operating capability.
• Own the execution and delivery of multi-year technology roadmaps for City Operations and the City Command and Control Unit, including portfolio sequencing, dependency management, executive reporting and delivery governance.
• Define and maintain the City Operations IT mandate, service boundaries, function structure, governance model and business alignment approach.
• Translate City Operations needs into an executable technology operating model and service delivery roadmap.
• Represent City Operations IT in executive governance forums and provide clear decision papers, options, risks and recommendations.

• Own the development, refinement and activation of the City Operations IT Target Operating Model.
• Complete the City Operations IT service catalogue and ensure services are mapped to asset classes, business owners, systems owners and delivery parties.
• Establish interaction models and RACI structures across City Operations IT, City Operations verticals, Technology Division, Qiddiya Development Business Unit ICT teams, Cybersecurity, Data & AI Office and third-party service providers.
• Ensure role profiles and capability maps are practical, accountable and aligned to the City Operations IT value chain.

• Oversee service delivery and operational support across City technology domains including business applications, smart city systems, public safety technology, ICT infrastructure, platforms and integrations.
• Ensure ITSM processes, escalation models, support procedures, SLAs, change management, incident management and problem management are fit for City operations.
• Ensure City Operations IT services are supportable from Day 1 and scalable through BAU maturity.
• Drive service performance visibility, operational reporting and continuous improvement.

• Lead the operational readiness and QA discipline for City technology assets before handover into operations.
• Oversee technical assessments, readiness reviews, remediation actions and closure tracking for Day 1 systems and assets.
• Ensure acceptance criteria, support models, knowledge transfer, asset information, documentation and escalation paths are in place before BAU transition.
• Escalate unresolved design, delivery, integration, security or serviceability risks that may affect service continuity.

• Ensure IT/OT network and security operations requirements are clearly defined, governed and integrated into City Operations IT operations.
• Drive formal clarification of accountability for IT/OT security design, delivery, handover and operations across the relevant stakeholders.
• Coordinate with Cybersecurity, Technology Division, Qiddiya Development Business Unit ICT teams and delivery teams to reduce the risk of City Operations IT inheriting non-compliant or unsupported infrastructure.
• Support security remediation, enforcement planning and operational controls required for City infrastructure and endpoints.

• Lead City Operations IT input into service management plans, technology framework agreements, RFPs, support contracts and vendor delivery models.
• Oversee vendor performance, SLA alignment, lifecycle support, IT asset…