Head of Information Technology Operations📣 Job Ad

About the Role

Almanea Co. is seeking a Head of Information Technology Operations to join its team in Riyadh, Saudi Arabia. This full-time position is responsible for the end-to-end delivery, reliability, and continuous improvement of IT operational services across Almanea's retail network. The role leads four key functions: Project & Program Management, Service Desk & Technical Support, Service Management, and Application Management. The Head of IT Operations will supervise staff according to the approved organizational structure and manage financial responsibilities for Capex/Opex related to IT operations.

Key Deliverables

The successful candidate will be accountable for the following key deliverables:

• Integrated IT Operations Dashboard
• Project & Program Portfolio Management
• Service Desk Performance & User Satisfaction Reports
• Application Portfolio & Performance Management
• Major Incident & Problem Management (RCA Ownership)
• IT KPIs, Capacity & Continuous Improvement Plan

Strategic Leadership and Governance

This position requires strong strategic leadership to guide IT operations, including:

• Defining and executing the IT Operations roadmap in alignment with the Almanea CTO strategy.
• Establishing and continuously improving the IT Operations governance framework.
• Serving as the primary escalation point for all critical IT operational issues.
• Managing OPEX and CAPEX for IT operations within approved budgets.
• Driving a culture of accountability, service excellence, and continuous improvement.

Operational Oversight and Management

The Head of IT Operations will provide comprehensive oversight across key functional areas:

• Project & Program Management: Govern the IT project portfolio, prioritize initiatives, manage dependencies, and report to the CTO. Ensure projects are delivered on time, within budget, and to defined quality standards. Champion PMI/Agile methodologies across the division.
• Service Desk & Technical Support: Oversee L1–L3 technical support for POS, ERP, in-store devices, and end-user computing. Define and monitor SLA targets and user satisfaction metrics, ensuring adequate staffing and tooling for Almanea’s retail calendar peaks.
• IT Service Management: Lead ITIL-aligned processes across incident, problem, change, release, and asset management. Produce regular service performance reports and KPI dashboards for the CTO. Partner with business units to capture requirements and deliver continuous application value.
• Application Management: Build the Application management team with relevant processes and SOPs. Oversee lifecycle management of enterprise and retail applications including ERP, POS, WMS, OMS, Aftersales, and CRM. Manage application vendors, licensing compliance, and cost optimization.

Qualifications and Experience

Candidates should possess the following qualifications and experience:

• Bachelor’s degree in Computer Science or Information Systems.
• Minimum of 10–12 years of progressive IT experience, with at least 5+ years in a senior IT operations role.
• Proven experience in IT operations is essential.
• A background in retail or consumer electronics is strongly preferred.

Work Environment

This is a full-time position based in Riyadh, Saudi Arabia, offering an opportunity to lead critical IT operations within a dynamic retail environment.