Senior Manager - Services Operation

About This Role

Job Description As an IT Service Operations Manager, your role is crucial in ensuring the smooth and efficient delivery of IT services to our client. You will be leading a team that is responsible for maintaining, optimizing, and supporting our application solution and e-services developed to our client. Your primary focus will be to guarantee high availability, reliability, and user satisfaction. Your strategic thinking, technical expertise, and leadership skills will be essential in driving our IT service operations toward excellence.

Responsibilities RESPONSIBILITIES

• Demonstrate expertise in all facets of transition and service delivery for operational projects.
• Act as a primary customer contact and take accountability for end-user services.
• Cultivate and sustain productive relationships with clients, support teams, and vendors.
• Lead, mentor, and manage a collaborative team of IT professionals.
• Collaborate with diverse stakeholders to achieve operational objectives and optimal solutions.
• Ensure effective communication within the technical team (FS, L1, L2, and L3 support) for timely bug resolution and documentation.
• Oversee daily IT service operations alignment with business objectives and SLAs, minimizing downtime and disruptions.
• Collaborate with cross-functional teams to develop and enhance IT service processes and procedures.
• Monitor and manage IT service performance, addressing issues to maintain operational efficiency.
• Develop and maintain key stakeholder relationships to understand IT service needs and priorities.
• Drive continuous improvement initiatives to enhance IT service quality, efficiency, and cost-effectiveness.
• Ensure effective application of ITIL processes during incidents, requests, and changes.
• Report project status updates to senior management.
• Coordinate with teams to mitigate risks and propose operational improvements.
• Monitor, control, and support production services, ensuring adherence to processes and standards.
• Execute daily operational tasks efficiently, ensuring adherence to organizational processes.
• Attend regular meetings with stakeholders to track team and task status.
• Prepare and present regular reports on IT service performance, highlighting achievements and improvement areas.
• Manage vendor relationships, contracts, and service level agreements to meet IT service expectations.
• Stay updated on industry best practices and emerging technologies for innovation.
• Ensure service quality and performance meet growth and project demands.
• Lead internal and third-party performance and quality review meetings.
• Design and mobilize a new service management function, including defining service levels and KPIs.
• Manage the transition of new services to standard production and post-launch support.
• Oversee service operations and quality metrics in a multi-vendor environment.
• Effectively mediate among multiple third parties.
• Demonstrate strong business acumen, including project finance management.
• Continuously improve production environment services.
• Track service delivery acceptance and manage client concerns for mutually beneficial resolutions.
• Submit accurate and high-quality weekly and monthly status reports and invoice requests.
• Establish trust with clients to ensure timely invoice processing.
• Lead and chair regular project meetings, addressing operational and technical issues.
• Document, assign, and monitor project risks and issues for minimal impact on progress.
• Conduct performance evaluations and provide input for hiring and promotions.
• Identify training needs and hire additional staff as necessary.
• Collaborate with SMO and MSQT to ensure compliance with quality systems.

Knowledge QUALIFICATIONS

• Possess comprehensive knowledge of IT service management frameworks like ITIL, COBIT, SIAM, and ISO 20000.
• Command a deep understanding of the Information Technology Infrastructure Library (ITIL) framework and IT service delivery procedures.
• Exhibit a strong grasp of incident, problem, change, and release management processes.
• Familiarity with IT service monitoring and management tools is essential.
• Showcase exceptional project management abilities, enabling efficient task prioritization and execution in dynamic environments.
• Acquire experience in various software development approaches, including Waterfall, Scrum, and Agile.
• Demonstrate proficiency in IT infrastructure components, Application Management, encompassing networking, cloud technologies, and security principles.
• Develop expertise in vendor management practices, including vendor evaluation processes.

Skills:

• Demonstrate leadership capabilities to inspire and guide teams towards shared objectives.
• Exhibit excellent written and verbal communication skills to facilitate effective collaboration and stakeholder management.
• Apply analytical thinking to evaluate data, trends, and metrics, enabling well-informed decision-making.
• Possess a strong problem-solving aptitude, particularly in troubleshooting complex technical issues.
• Proficiently manage projects, encompassing planning, execution, and simultaneous tracking of multiple initiatives.
• Collaborate seamlessly with cross-functional teams, engaging with developers, quality assurance, and other stakeholders to achieve common goals.
• Skillfully create and maintain various types of documentation, including risk management, service availability, operations manuals, service improvement plans, and best practices.

Qualification And Experience

• Bachelor’s degree in computer science, Information Technology, or a related field.
• A minimum of 10 years of experience in IT service operations or a related field, 4 years of which application management and operations
• Proven track record of managing teams and overseeing IT service delivery.
• Experience with process improvement and optimization initiatives.
• Familiarity with managing vendor relationships and contracts.
• Excellent problem-solving skills and the ability to analyze complex technical challenges.
• Effective communication skills to interact with both technical and non-technical stakeholders.
• ITIL Foundation or higher certification is a must.
• PMP (Project Management Professional) certification is preferred.
• Agile/Scrum certification (e.g., Certified ScrumMaster) is preferred.
• COBIT Foundation Certification or higher is preferred.
• ISO 20K Consultant or Lead Auditing Certification is preferred.
• Service Integration and Management (SIAM) framework to manage multiple service providers and integrate their services into a cohesive IT service for an organization is preferred

About Malomatia ABOUT US malomatia is a leading Qatar-based IT services and solutions provider, bringing together top Qatari and international talent to deliver innovative, end-to-end technology solutions that empower clients to achieve their strategic goals.

Our mission Empowering Qatar’s businesses and governments to leap into the digital future with agile, knowledge-driven solutions.

Our vision To become Qatar’s trusted knowledge partner in digital transformation, disrupting industries, shaping the future, and building a world-class tech ecosystem.

Driving change that makes a real impact Since 2008, malomatia has been driving Qatar’s digital transformation through innovative, ISO-certified IT solutions. With expertise across key public and private sectors, we empower the nation’s vision with advanced services in cloud, cybersecurity, AI, and contact center excellence, elevating the role of technology in shaping Qatar’s sustainable future.

About The Team Established in 2008, malomatia is a Qatari leader in IT services and digital transformation. We serve key sectors including Government, Healthcare, Education, Customs, and Transportation, delivering impactful solutions that support national development goals. Powered by a diverse team of skilled Qatari and international IT professionals, we deliver innovative, high-value digital solutions tailored to the unique needs of our clients.

Our mission is to inspire customers to thrive through digital excellence, and we envision becoming the trusted partner of choice in building a smarter society through technology and talent. We are driven by core values that define our culture and approach: ownership, integrity, empathy, teamwork, transparency, agility, excellence, trust, and innovation.

Join us in shaping the future of technology in Qatar