Job Purpose:
We are seeking an experienced IT Operations, Infrastructure & Cloud Manager to lead the end-to-end delivery, stability, and performance of IT Operations services. This role oversees Service Desk, Command Center, and Infrastructure & Cloud Managed Services to ensure SLA-driven, scalable, and standardized service delivery aligned with Service Delivery Center of Excellence (SD CoE) frameworks.
Key Accountabilities:
- End-to-End Service Delivery, Own overall service delivery accountability, ensuring SLA/OLA compliance and high customer satisfaction. Also, manage escalations and ensure service continuity across all in-scope services.
- Service Desk Delivery, Lead L1/L2 Service Desk operations, Optimize staffing models, productivity, and First Call Resolution (FCR). Also, ensure ITSM process adherence and continuous service improvement.
- Command Center & Major Incident Management, operate and govern 24x7 Command Center activities. Also, Lead Major Incident Management, communication, Root Cause Analysis (RCA), and preventive actions.
- Infrastructure & Cloud Managed Services, oversee on-premises, hybrid, and cloud managed services. Also, manage capacity planning, patching, disaster recovery (DR), and lifecycle management.
- Operational Excellence, drive automation, standardization, and continuous improvement aligned with SD CoE standards.
- Service Performance & Reporting, lead service reviews, dashboards, audits, and risk mitigation planning.
- Security, Risk & Compliance, ensure secure operation of all managed services in line with security policies and regulatory requirements, enforce operational security controls including access management, monitoring, logging, patching, and vulnerability remediation, ensure compliance with ISO, SAMA, NCA, and contractual obligations. Also, support security audits and coordinate with Cybersecurity and GRC teams during incidents and investigations.
- Vendor & Stakeholder Management, manage vendor performance, SLA compliance, and escalations. Also, maintain strong alignment with key stakeholders and customers.
Minimum Qualifications:
- Bachelor's degree in IT or a related field.
- ITIL certification, cloud certifications (Azure / AWS / GCP), Infrastructure certifications (Microsoft, Cisco, VMware) are preferred.
Minimum Experience:
- 7+ years of experience in IT Operations and Managed Services delivery, and Infrastructure/Cloud environments.
Job-Specific Skills:
- ITIL-based ITSM frameworks and Service Desk platforms.
- Command Center / NOC operations and Major Incident Management.
- Infrastructure & Cloud Managed Services (On-Prem & Hybrid).
- Monitoring, automation, and observability tools.
- Operational security and compliance controls.
- Vendor and service performance management.
- Strong leadership and delivery accountability.
- Crisis and escalation management.
- Excellent stakeholder communication.
- Analytical and problem-solving mindset.
- Cross-functional influence and collaboration.
- Continuous improvement and automation-driven approach.
