Service Operations Manager
Skills
About This Role
Role Summary
We are looking for a hands-on Service Operations Manager to run the day-to-day operating engine of a managed services engagement.
The role keeps the lights on across NOC, Service Desk, end-user support, and platform operations — owning the shift roster, run-book quality, and operational metrics.
Languages
Arabic (Native or Fluent) + English — Mandatory
Key Responsibilities
Run daily operations across NOC, Service Desk, and end-user support pods.
Own the shift roster, on-call calendar, and 24x7 coverage continuity.
Drive incident, problem, and change processes per ITIL v4 best practice.
Track operational KPIs (FCR, MTTR, ticket aging, backlog) and report weekly.
Maintain run-books, knowledge base, and SOP currency; enforce tool hygiene.
Coordinate with platform and applications teams on cross-functional incidents.
Coach team leads (L1/L2/L3) and own performance reviews and skill development.
Required Qualifications
Bachelor's degree in Computer Science, Engineering, or equivalent.
ITIL v4 Foundation certification (Specialist tracks preferred).
8+ years in IT operations with 3+ years leading multi-tier operations teams.
Hands-on experience with ITSM tooling (ServiceNow, BMC Helix, Jira SM, or equivalent).
Strong analytical mindset; comfortable building dashboards and owning operating metrics.
Native or fluent Arabic AND professional English — non-negotiable.
Currently in Qatar OR willing to relocate within 60 days.
Preferred / Nice To Have
Six Sigma Green/Black Belt or equivalent process improvement certification.
Prior experience managing 30+ headcount across multiple shifts.
Exposure to monitoring stacks (SolarWinds, Zabbix, Dynatrace, New Relic).
Familiarity with regional GCC working culture.
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