IT Operations Manager
Skills
About This Role
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
• SLA & Service Delivery Management
- ITIL & ISO Compliance (27001 / 20000)
• 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)
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