Location: Riyadh, Kingdom of Saudi Arabia
Work Mode: On-Site
Shift: 8 Hours (Rotational Shifts)
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Role Overview
We are seeking an experienced IT Operations Manager to lead and oversee end-to-end IT service operations within a managed services environment. This role will act as the primary escalation point, ensuring high availability, performance, and compliance of IT systems while driving continuous service improvement.
The ideal candidate will have strong expertise in ITIL frameworks, ISO standards, and service delivery management, along with proven leadership capabilities in handling large-scale IT operations.
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Key Responsibilities
- Lead IT operations and serve as the first point of escalation for critical incidents and service disruptions.
- Manage daily service operations including Incident, Problem, Change, and Request Management.
- Ensure maximum infrastructure uptime through proactive monitoring and preventive actions.
- Conduct and review Root Cause Analysis (RCA) for major incidents and implement corrective measures.
- Oversee capacity planning, system performance, and resource utilization to meet business demands.
- Ensure adherence to ITIL best practices and ISO 27001 / ISO 20000 standards, supporting internal and external audits.
- Develop, maintain, and continuously improve operational documentation and knowledge base.
- Collaborate with internal teams and stakeholders to identify operational gaps and mitigate risks.
- Track KPIs, SLAs, and service metrics, providing actionable insights and improvement plans.
- Drive process optimization and automation initiatives to enhance operational efficiency.
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Qualifications & Requirements
- Bachelor's degree in Computer Science, Information Technology, or related field.
- 10+ years of overall IT experience, with at least 7+ years in managed services or outsourcing environments.
- PMP Certification (Mandatory).
- ITIL v4 Certification (Mandatory).
- Strong experience with ISO 27001 and ISO 20000 frameworks.
- Proven experience in defining and managing IT policies, procedures, and SLAs.
- Certifications such as MCSA, Azure Administrator, or CCNA are a plus.
- Excellent leadership, communication, and stakeholder management skills.
- Fluency in Arabic and English is required.
- Ability to work in 8-hour rotational shifts in an on-site environment.
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Key Skills
- IT Operations & Service Delivery Management
- Incident, Problem & Change Management
- SLA Governance & Performance Tracking
- ITIL Framework & ISO Compliance
- Capacity Planning & Infrastructure Monitoring
- Root Cause Analysis (RCA)
- Stakeholder & Vendor Management
