Infrastructure Service Delivery & Operations Lead

Responsibilities

• Lead end-to-end infrastructure service delivery and operational performance across all infrastructure towers, from L1/L2 through L3.
• Govern SLAs, KPIs, and OLAs, including performance tracking, ServiceNow dashboards, and monthly service reporting.
• Lead Major Incident Management (P1/P2), coordinating technical teams, vendors, stakeholders, communications, and post-incident RCA.
• Coordinate daily operations between the Service Desk, EOC, and L3 teams to ensure efficient ticket escalation and resolution.
• Govern Disaster Recovery (DR) readiness, including DR tests, recovery evidence, remediation tracking, and follow-up.
• Manage OEM and third-party vendors, including support contracts, escalations, and vendor support cases.
• Lead operational governance meetings, escalation management, and service reviews with client technology leadership.
• Oversee Change, Problem, and Capacity Management processes.
• Ensure operational documentation, runbooks, knowledge transfer, and handover records are maintained and up to date.
• Support team onboarding and continuous service improvement initiatives.

Requirements

• 8+ Yrs of experience in IT Operations, including leadership experience in a managed services or outsourced environment.
• Proven experience leading infrastructure service delivery across multiple technology towers.
• Strong experience in SLA, KPI, and OLA governance and operational service reporting.
• Hands-on experience leading Major Incident Management (P1/P2).
• Strong cross-domain knowledge of enterprise infrastructure, including Data Center, Network & Security, Compute & Virtualization, Storage & Backup, Databases, and End-User Services.
• Experience in Disaster Recovery governance and operational readiness.
• Experience managing OEM and third-party vendors.
• Strong working knowledge of ServiceNow, ITSM tools, monitoring platforms, and vendor support portals.
• ITIL 4 Foundation – Required.
• PMP or PRINCE2 – Preferred.
• Experience developing ServiceNow dashboards and reports is preferred.
• Experience in large enterprise environments in Saudi Arabia is preferred.
• Fluent in Arabic and English, written and spoken.