IT Operations Manager📣 Job Ad

Role Overview

2P Perfect Presentation is seeking an experienced IT Operations Manager to lead the delivery of enterprise Managed Services in Riyadh, Saudi Arabia. This full-time position involves overseeing multi-tier technical teams and acting as the primary on-site representative for our customer. The successful candidate will be responsible for IT service governance, operational excellence, SLA compliance, stakeholder management, and continuous service improvement, ensuring alignment with ITIL best practices.

Key Responsibilities

• Lead the day-to-day delivery of IT Managed Services and ensure operational excellence.
• Monitor and govern SLAs, KPIs, incident response, service requests, and change management activities.
• Design, implement, and optimize ITSM workflows, escalation processes, and operational procedures.
• Manage and supervise Service Desk, 24x7 NOC, and L2 Infrastructure, Systems, Network, Security, and Cloud teams.
• Coordinate with L3 engineers and Subject Matter Experts (SMEs) for complex technical issues and infrastructure enhancements.
• Lead Major Incident Management, Problem Management, Root Cause Analysis (RCA), and preventive maintenance activities.
• Ensure Knowledge Base (KB), Standard Operating Procedures (SOPs), and operational documentation remain accurate and up to date.
• Oversee IT asset lifecycle management, hardware maintenance, RMA processes, and vendor coordination.
• Prepare executive reports, SLA dashboards, operational reviews, and present regular service updates to customer stakeholders.
• Identify service improvement opportunities, perform gap analysis, and recommend infrastructure modernization initiatives.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Computer Engineering, or a related technical field.
• Minimum 6–8 years of experience in Enterprise IT Operations and Managed Services environments.
• Proven experience leading technical teams within enterprise IT support environments.

Required and Preferred Certifications

• ITIL Foundation v4 (Required)
• CCNP
• VMware VCP
• MCSE
• Equivalent enterprise infrastructure or cloud certifications

Work Type and Location

This is a full-time position based in Riyadh, Saudi Arabia, requiring an on-site presence to serve as the primary customer representative.

Application Information

Candidates who meet the specified qualifications and experience are encouraged to apply.