IT Operations Manager

About This Role

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