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.

Strategic Leadership and City Operations IT Activation

• 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.

Operating Model, Service Catalogue and RACI

• 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.

Technology Operations and Service Management

• 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.

Operational Readiness, Quality Assurance and Handover

• 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.

IT/OT Network and Security Operations Alignment

• 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.

Vendor, Commercial, Procurement and IT Asset Management

• 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 management and commercial governance for City Operations IT services.
• Ensure vendor contracts and support models are aligned to operational demand, handover timelines, BAU support requirements and service continuity obligations.
• Support procurement and commercial stakeholders with clear technical scopes, service requirements and delivery accountabilities.

Workforce Planning and Capability Development

• Own the City Operations IT workforce plan and capability development roadmap.
• Identify capability gaps across all City Operations IT functions and develop practical staffing, outsourcing, augmentation and hiring strategies.
• Build, mentor and lead a multidisciplinary team across governance, smart city systems, ICT infrastructure, cyber-aligned operations, business applications, platforms, QA and service delivery.
• Plan the transition from interim or outsourced capacity into sustainable permanent BAU capability.

Stakeholder Management and Cross-Functional Alignment

• Act as the senior technology interface between City Operations IT and City Operations verticals, executive leadership, delivery stakeholders and external service providers.
• Ensure technology services are aligned to the operating needs of City Operations verticals as business owners of City assets.
• Drive cross-functional alignment on ownership, accountability, scope boundaries, support models, dependency management and operational risk.
• Maintain an executive communication style that is concise, evidence-based, action-oriented and suitable for governance decision-making.

Requirements

• Bachelor’s degree in Engineering, Computer Science, Information Systems, Technology Management or a related discipline is required.
• Master’s degree in Engineering, Technology, Digital Transformation, Business, or a related discipline is preferred.
• PMP, ITIL, professional engineering, service management, organizational design, cybersecurity, enterprise architecture or equivalent professional certifications are preferred.
• Executive education in organizational design, digital transformation, technology strategy or operating model design is advantageous.
• 25+ years of progressive experience in IT, ICT, digital transformation, technology operations, smart city technology, infrastructure operations, service delivery, or equivalent executive technology leadership roles.
• Proven track record building IT or technology operations functions, operating models, service delivery organizations and governance structures from the ground up
• Demonstrated experience in city-scale, giga-project, infrastructure, engineering, construction, asset-intensive or operational environments where handover readiness and service continuity are critical.
• Executive experience leading IT service delivery, ICT infrastructure, IT operations, PMO, ITSM, service management, vendor management, budgeting, workforce planning and technology governance.
• Strong background in smart cities, smart districts, smart buildings, smart infrastructure, BIM, digital twins, engineering systems, project controls, collaboration systems or related digital engineering technologies.
• Experience working across business owners, system owners, delivery teams, corporate technology functions, cybersecurity, data offices, procurement, vendors and executive governance forums.
• Experience identifying and remediating technology gaps across people, process, technology, governance and service support models.