IT Operations Manager (Saudi National)📣 إعلان

About the Role

HungerStation, part of the Delivery Hero Group, is seeking an IT Operations Manager to lead its IT infrastructure, service management, and operations across all locations. This full-time position is based in Riyadh, Saudi Arabia, and requires 5-10 years of experience. The role involves overseeing a team to ensure seamless operations in areas such as helpdesk support, infrastructure management, security, access control, and call center solutions.

Key Responsibilities

• Oversee the design, deployment, and management of IT infrastructure, including servers, networks, storage systems, and data centers, ensuring high availability and performance.
• Manage and maintain IT infrastructure in cloud kitchens, dark stores, and corporate offices, focusing on minimal downtime and operational efficiency.
• Ensure the implementation and maintenance of robust backup, disaster recovery, and business continuity plans.
• Lead initiatives to optimize IT resources for scalability, performance, and cost-effectiveness.
• Manage the IT Helpdesk function, ensuring timely and effective support to internal users and driving the resolution of incidents and service requests.
• Implement ITIL best practices to streamline support processes and enhance the internal customer experience.
• Develop and maintain Service Level Agreements (SLAs) and ensure adherence to performance metrics for helpdesk services.
• Oversee the company’s IT security strategy, ensuring the protection of systems and data across all locations.
• Implement and manage security policies and protocols, including access management and control, to ensure compliance with industry regulations and standards.
• Collaborate with the security team to monitor threats, manage vulnerabilities, and ensure incident response procedures are in place.
• Oversee the implementation and management of call center solutions, ensuring seamless integration with company operations.
• Collaborate with operations and customer service teams to improve call center technologies for enhanced user experience and operational efficiency.
• Contribute to the development and execution of divisional objectives (ABCs and OKRs), ensuring alignment with other functions.
• Make critical decisions supporting the division's strategic and tactical direction.
• Establish plans for respective functions/teams and provide input to support divisional goals.
• Distribute tactical responsibilities effectively to improve organizational succession readiness.
• Measure and track relevant OKRs and metrics, taking corrective actions as necessary.
• Follow all relevant policies, procedures, and processes for controlled and consistent daily work.
• Contribute to the identification of opportunities for continuous improvement of processes and practices.
• Uphold a high-performance working environment and promote HungerStation’s values.
• Set performance objectives, provide support, evaluate direct reports, and offer regular feedback.
• Participate in the identification and recruitment of key talents for the function.
• Provide clear direction, prioritize tasks, delegate responsibilities, and monitor workflow.
• Provide opportunities for team members to contribute to improvement, innovation, and knowledge-sharing initiatives.
• Manage and own the budgeting cycle and provide input to the budgeting process.
• Ensure effective utilization of the function's budget and report accurately on progress and challenges.
• Investigate and propose strategies for positive financial impact and risk mitigation.

Qualifications and Requirements

• 8-10 years of experience in IT operations, with at least 3-5 years in a leadership role managing diverse teams.
• Proven experience managing IT operations across multiple locations, including dark stores, cloud kitchens, or retail environments.
• Strong understanding of IT infrastructure, networks, security, and helpdesk management.
• Knowledge of the ITIL framework and best practices for IT service management.
• Experience with call center solutions and cloud-based infrastructure is considered a plus.
• Excellent leadership, communication, and problem-solving skills.
• Strong organizational and project management abilities, with a focus on operational excellence.
• Bachelor’s degree in Information Technology or Computer Science. A Master’s degree in a relevant field is preferred.

Work Environment and Location

This is a full-time position based in Riyadh, Saudi Arabia. The role requires managing IT operations across various HungerStation locations, including corporate offices, dark stores, and cloud kitchens.