IT Operations Manager

Key Responsibilities

• Lead end-to-end technical operations and act as the primary escalation point for critical incidents.

• Oversee daily IT operations including Incident, Problem, and Request Management in line with ITIL practices.

• Ensure high availability of infrastructure and continuously drive improvements in system uptime and reliability.

• Conduct, review, and validate Root Cause Analysis (RCA) for major operational incidents and ensure preventive actions are implemented.

• Manage capacity planning, resource utilization, and performance monitoring across infrastructure and services.

• Ensure full compliance with ITIL v4 and ISO 27001 / ISO 20000 standards and actively support internal and external audits.

• Develop, maintain, and continuously improve operational documentation, SOPs, and knowledge base articles.

• Collaborate with internal stakeholders, vendors, and technical teams to resolve operational gaps and reduce risks.

• Track, analyze, and report operational KPIs and SLA performance, providing actionable improvement recommendations.

• Drive continuous service improvement initiatives across IT operations.

Qualifications & Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field.

• Minimum 10+ years of experience in IT operations.

• Minimum 7+ years of experience in managed services or outsourcing environments.

• PMP certification is mandatory.

• ITIL v4 certification is mandatory.

• Certifications such as MCSA, Azure Administrator, or CCNA are highly preferred.

• Strong hands-on experience with ISO 27001 and ISO 20000 frameworks.

• Proven experience in defining and managing IT policies, procedures, SLAs, and service delivery frameworks.

• Strong leadership, communication, and stakeholder management skills.

• Fluent in Arabic and English (written and spoken).

• Saudi National

Key Skills

• IT Operations Management

• Incident, Problem & Change Management

• SLA & Service Delivery Management

• ITIL & ISO Compliance (27001 / 20000)

• Capacity Planning & Performance Monitoring

• Root Cause Analysis (RCA)

• Stakeholder & Vendor Management

• Process Improvement & Continuous Service Improvement (CSI)

Working Conditions & Benefits

• Working hours: 8 hours per day, rotational shifts

• Air ticket provided by company

• Family coverage: Spouse + up to 2 dependents included

• Medical insurance provided for employee and eligible family members (up to 2 dependents)