IT Operations Manager (Saudi National)📣 Job Ad

About the Role

Delivery Hero SE is seeking an IT Operations Manager to oversee IT infrastructure, service management, and operations across all company locations in Riyadh. This full-time position requires a Saudi National with 5-10 years of experience to lead a team and ensure the seamless functioning of IT services.

Key Responsibilities

• Manage the design, deployment, and maintenance of IT infrastructure, including servers, networks, storage, and data centers, focusing on high availability and performance.
• Oversee IT operations within cloud kitchens, dark stores, and corporate offices, ensuring minimal downtime and operational efficiency.
• Implement and maintain 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 incident resolution.
• Implement ITIL best practices to streamline support processes and enhance the internal user experience.
• Develop and enforce Service Level Agreements (SLAs) 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, protocols, and access controls to ensure regulatory compliance.
• Collaborate with the security team on threat monitoring, vulnerability management, and incident response.
• Oversee the implementation and management of call center solutions, ensuring seamless integration with operations.
• Contribute to the development and execution of divisional objectives and OKRs, ensuring alignment with other functions.
• Make critical decisions supporting the division's strategic and tactical direction.
• Establish functional plans and provide input to support divisional goals.
• Delegate tactical responsibilities to team leaders to enhance organizational succession readiness.
• Measure and track relevant OKRs and metrics, taking corrective actions as needed.
• Ensure adherence to relevant policies, procedures, and processes for consistent and controlled operations.
• Contribute to the identification of opportunities for continuous process improvement.
• Foster a high-performance working environment and promote company values.
• Set performance objectives, provide support, evaluate direct reports, and deliver regular feedback.
• Participate in the identification and recruitment of key talent for the function.
• Provide clear direction, prioritize tasks, assign responsibilities, and monitor workflow.
• Encourage 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.
• 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, Computer Science, or a related field.
• A Master’s degree in a relevant field is preferred.