IT Process & Knowledge Manager
Job description / Role
Employment: Full Time
About the role
At Emirates, we believe in connecting the world, to and through, our global hub in Dubai; and in constantly innovating to ensure our customers 'Fly Better'. Do you want to play a part in that journey and own technical products used by stakeholders and customers across the world?Join us in cosmopolitan Dubai as an IT Process & Knowledge Manager and make your mark on the aviation world by taking our products to the next level! We at Emirates Group IT are dedicated to staying ahead of the curve by embracing the latest technologies and strategies to streamline integration processes and enhance infrastructure efficiency.
The IT Process & Knowledge Manager will drive process excellence across Emirates Group IT by aligning and overseeing IT process workflows to ensure consistency, compliance and efficiency across operations whilst enabling IT knowledge sharing across the team.
This role is part of the Governance and Planning Function in Group IT, reporting into Senior Manager IT Planning and Improvements, which oversees IT strategy and business planning and improvements, manpower planning, knowledge and change management, and integrates tooling & metrics to align teams and enhance performance analytics.
In this role, you will:
- Standardise and document IT operational processes to ensure clarity, compliance and efficiency whilst aligning to strategic goals.
- Manage and lead process improvement initiatives in collaboration with key stakeholders across IT to optimise process and improve operational efficiency.
- Develop and manage operational governance frameworks and KPIs to ensure strategic alignment, compliance with internal standards, and continuous process improvement.
- Lead the strategy, implementation, and enhancement of knowledge management practices and platforms, ensuring effective knowledge capture, retention, dissemination, and adoption across the organisation.
- Build strong stakeholder relationships and foster team capability through mentoring and coaching in governance, continuous improvement, knowledge management, and change management.
Qualifications & experience
This job might be for you if you have:
Qualifications:
- Degree or honours (12+3 or equivalent) in information technology, business management, or other related fields.
- Professional certifications in recognised process improvement and knowledge management frameworks (i.e., Lean Six Sigma, CCMI, APQC, ITIL, COBIT, or equivalent) are strongly preferred.
- Postgraduate qualifications (i.e., MBA) preferred.
Experience:
- 8+ years overall experience.
- Experience in process management, knowledge management, and operational governance in complex, multicultural, cross-functional environments.
- Demonstrable success in leading and implementing process improvement and knowledge management initiatives.
- Experience applying structured process improvement and knowledge management frameworks.
- Expert knowledge of Lean Six Sigma methodologies, process documentation standards, governance frameworks, and project management.
- Advanced expertise in knowledge management methodologies, practices, and platforms.
- Strong analytical and critical-thinking skills and problem-solving abilities.
- Exceptional communication and stakeholder management skills.
- Result-driven, resilient, and adaptable leader with exceptional communication, coaching, mentoring, and change management capabilities.
- Demonstrated leadership in team development, motivation, and professional growth.
- Preferred experience in collaborating closely with change management programmes or initiatives.
- Understanding of key business concepts and dependencies, ideally including familiarity with business intelligence, analytics, and related technologies.
About the Company
A fast-growing international airline with one of the youngest fleets in the sky and more than 400 awards for excellence worldwide.
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