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it operations manager

2P Perfect Presentation

<div>
 <p>
  We are looking for a highly experienced Operations Manager to join our team!
 </p>
 <p>
  If you are passionate about operational excellence and have a strong background in IT and managed services, we&rsquo;d love to hear from you.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Requirements:
  </strong>
 </p>
 <p>
  &bull; Bachelor&rsquo;s degree in computer science, IT, or equivalent
 </p>
 <p>
  &bull; Certifications: PMP&reg;, MCSA, Windows Server Hybrid Admin, Azure Admin, CCNA, ITIL&reg; 4 Foundation
 </p>
 <p>
  &bull; Experience with ISO 27001 and ISO 20000
 </p>
 <p>
  &bull; At least 10 years in IT, 7 years in managed services or outsourcing projects
 </p>
 <p>
  &bull; Experience in setting up IT policies, procedures, and SLAs
 </p>
 <p>
  &bull; Bilingual (Arabic &amp; English)
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Responsibilities:
  </strong>
 </p>
 <p>
  &bull; Oversee IT operations and service delivery
 </p>
 <p>
  &bull; Ensure compliance with SLAs, KPIs, and ISO standards
 </p>
 <p>
  &bull; Develop and implement IT policies and procedures
 </p>
 <p>
  &bull; Lead IT projects and improvement initiatives
 </p>
 <p>
  &bull; Manage vendor and client relationships
 </p>
 <p>
  &bull; Mentor and guide teams
 </p>
</div>


Operations Manager

EMKAN | إمكان

<div>
 <p>
  Job Brief:
 </p>
 <p>
  The Application Support Associate Manager is responsible for managing the performance, maintenance, and support of all core business applications across Emkan&rsquo;s ecosystem. The role ensures high availability, efficiency, and continuous improvement of systems used by internal users, customers, and partners. The manager leads a team that provides Level 1&ndash;3 support, coordinates with vendors, and ensures timely resolution of incidents and service requests while maintaining compliance with service-level agreements (SLAs) and regulatory standards.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <br/>
 </p>
 <p>
  Responsibilities:
 </p>
 <ul>
  <li>
   Oversee day-to-day operations and support for all business-critical applications, including digital lending platforms, CRM, ERP, and integrations.
  </li>
  <li>
   Manage incident, problem, and change management processes in alignment with Emkan&rsquo;s Service Delivery Management.
  </li>
  <li>
   Serve as the primary escalation point for application issues affecting end-users and business continuity.
  </li>
  <li>
   Define, monitor, and report on SLAs, KPIs, and service performance metrics.
  </li>
  <li>
   Ensure timely resolution of incidents and service requests through root cause analysis and preventive action.
  </li>
  <li>
   Maintain a knowledge base for common application issues and resolutions.
  </li>
  <li>
   Implement and maintain application performance monitoring tools.
  </li>
  <li>
   Proactively identify and resolve performance bottlenecks.
  </li>
  <li>
   Ensure security, data integrity, and compliance of supported applications.
  </li>
  <li>
   Lead, mentor, and develop a team of application support specialists and analysts.
  </li>
  <li>
   Allocate resources effectively to meet business needs and shift coverage.
  </li>
  <li>
   Promote a culture of customer service, accountability, and continuous improvement.
  </li>
  <li>
   Ensure application support activities comply with internal policies and external regulations (e.g., SAMA, ISO, NCA).
  </li>
  <li>
   Participate in audits, business continuity planning, and disaster recovery testing.
  </li>
  <li>
   Maintain logs, reports, and documentation as per IT governance requirements.
  </li>
  <li>
   Collaborate with cross-functional teams, including development, operations, and security teams.
  </li>
  <li>
   Act as a bridge between technical teams and management to ensure effective communication.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <br/>
 </p>
 <p>
  Qualification and Experience:
 </p>
 <ul>
  <li>
   Bachelor&rsquo;s degree in IT or Business Administration or any related discipline.
  </li>
  <li>
   6 &ndash; 8 years of relevant experience in IT Banking Operations and especially in IT the development and implementation of IT applications.
  </li>
  <li>
   Strong understanding and working knowledge of application development and support for Core banking applications and mainframe environment.
  </li>
  <li>
   Ability to work in a highly dynamic environment with a strong focus on maintaining the uptime of all running applications.
  </li>
  <li>
   Deep understanding of banking applications environment is a must.
  </li>
 </ul>
 <p>
 </p>
</div>


Application Support Associate Manager

TAWANTECH

<p></p><div><h3 class="jobSectionHeader"><b>Description</b></h3><h3 class="jobSectionHeader"><b>
About the Role</b></h3><p>
We&rsquo;re looking for an experienced <b>Incident Manager</b> to lead and manage <b>Tier 1 and Tier 2 IT operations</b>, ensuring timely incident detection, escalation, and resolution across core banking and financial systems. This role ensures minimal disruption, quick recovery, and a culture of proactive service management.</p><p></p><h3 class="jobSectionHeader"><b>
Key Responsibilities</b></h3><h3 class="jobSectionHeader"><b>
 </b><b>Incident Management</b><b>
</b></h3><ul><li>Lead the <b>end-to-end incident management process</b> to ensure fast response and business continuity.</li>
<li>Coordinate with technical, business, and vendor teams during critical incidents.</li>
<li>Conduct <b>root cause analysis (RCA)</b> and ensure preventive measures are implemented.</li>
<li>Communicate incident status, impact, and resolution progress to stakeholders.</li>
<li>Track SLAs and KPIs to ensure compliance with service standards.</li>
</ul><p></p><h3 class="jobSectionHeader"><b>
 </b><b>Tier 1 Support (First Line of Defense)</b><b>
</b></h3><ul><li>Serve as the <b>initial point of contact</b> for all IT service disruptions and requests.</li>
<li>Perform <b>basic troubleshooting</b> (system checks, log review, user issue validation).</li>
<li>Record and classify incidents accurately in the ITSM system.</li>
<li>Escalate unresolved issues to <b>Tier 2</b> teams with full incident context.</li>
<li>Monitor alerts from monitoring tools (e.g., Dynatrace, SCOM, Splunk) and take initial action.</li>
</ul><p></p><ul><li><b>&#65039; </b><b>Tier 2 Support (Advanced Troubleshooting)</b><b>
</b></li></ul><ul><li>Handle escalated incidents requiring <b>deeper technical investigation</b>.</li>
<li>Perform <b>system diagnostics, configuration reviews, and recovery actions</b>.</li>
<li>Collaborate closely with application, infrastructure, and network teams.</li>
<li>Provide <b>temporary workarounds</b> and coordinate permanent fixes.</li>
<li>Support post-incident reviews to identify service gaps and improvement areas.</li>
</ul><p></p><h3 class="jobSectionHeader"><b>
Requirements</b></h3><ul>
<li>Bachelor&rsquo;s degree in <b>Computer Science</b>, <b>Information Technology</b>, or related field.</li>
<li><b>10+ years</b> of experience in IT incident management or IT operations.</li>
<li>Experience leading <b>Tier 1 &amp; Tier 2 teams</b> in large-scale IT environments.</li>
<li>Strong background in <b>banking or financial services</b> technology operations.</li>
<li>Solid understanding of <b>ITIL v4</b> and <b>ITSM frameworks</b>.</li>
<li>Hands-on experience with <b>CA Service Desk</b>, <b>OpenText SMAX</b>, or similar tools.</li>
<li>Strong communication, analytical, and leadership skills.</li>
</ul><p></p><h3 class="jobSectionHeader"><b>
Preferred Qualifications</b></h3><ul>
<li><b>ITIL certification</b> or equivalent.</li>
<li>Experience in <b>automation</b>, <b>release management</b>, and <b>root cause analysis</b>.</li>
<li>Familiarity with <b>ServiceNow, Jira</b>, or other incident management platforms.</li></ul><p></p><p><br>
</p><p><b>Requirements</b></p></div><p></p>

Incident Manager

Qiddiya Investment Company

<div><p>Qiddiya Investment Company is at the forefront of creating an unparalleled entertainment and cultural hub in Saudi Arabia. We are in search of an experienced and strategic Senior Manager - IT Service Management to lead our ITSM initiatives. In this critical role, you will oversee the development and implementation of IT service management strategies that ensure the delivery of high-quality IT services aligned with the organization&rsquo;s goals.</p><h3 class="jobSectionHeader"><b>
Key Responsibilities</b></h3><ul>
<li>Develop and execute a comprehensive IT service management strategy that enhances service delivery and meets organizational objectives.</li>
<li>Manage the IT service lifecycle, ensuring continuous improvement across all IT services and processes.</li>
<li>Lead the ITSM team in implementing best practices and frameworks such as ITIL to optimize service operations.</li>
<li>Establish and enforce service level agreements (SLAs) and key performance indicators (KPIs) to track service performance and drive accountability.</li>
<li>Collaborate with cross-functional teams to facilitate effective incident, problem, and change management processes.</li>
<li>Coordinate with IT stakeholders to ensure alignment of IT services with business needs and user requirements.</li>
<li>Provide guidance and training to IT staff on service management principles and practices.</li>
<li>Monitor industry trends and advancements in IT service management, recommending innovations to improve service delivery.</li>
<li>Report on IT service management performance to senior leadership and provide insights for strategic decision-making.</li>
</ul><p><b>Requirements</b></p><ul>
<li>Bachelor&rsquo;s degree in Information Technology, Computer Science, or a related field; Master&rsquo;s degree preferred.</li>
<li>10+ years of experience in IT service management, with at least 5 years in a managerial role.</li>
<li>Strong understanding of ITIL framework and other ITSM best practices.</li>
<li>Proven track record in managing IT service operations and driving continuous improvement.</li>
<li>Exceptional leadership and people management skills.</li>
<li>Excellent communication and interpersonal skills with the ability to influence stakeholders.</li>
<li>Experience in developing and managing performance metrics and reporting frameworks.</li>
<li>Strong problem-solving abilities and a commitment to service excellence.</li></ul></div>

Senior Manager - IT Service Management

Microland

<div><div><div><div><div><p><b>Job Description</b></p>:</div><div><div><b>
Education Qualification :
</b><br>
Engineer - B.E / B.Tech / MCA<br>
<br>
<b>Skills :</b><br>
Primary -&gt; Functional | IT Operations Management | Current, Up to date Operational Documentation Library (ODL) | 4 - Advanced
<br>
Tertiary -&gt; Behavioral | Microland Skills | Execution Excellence | 4 - Advanced
<br>
Tertiary -&gt; Behavioral | Aptitude | Tasks Related Skills | 4 - Advanced
<br>
<br>
<b>Certification :</b><br>
Technology | IT Service Management Certifications | ITIL Intermediate Certificate<br>
<br>
This role will require interaction with a variety of IT teams and a demonstrable ability to influence individuals and teams is critical. In addition to working with IT teams the incident management team is also responsible for liaising with users to ensure they are updated regarding the status of their incidents. It is therefore essential that the successful candidate is highly customer focused and exhibits an ability to effectively communicate with customers and across all levels of IT management.<br>
<br>
This role will also cover areas including, but not restricted to, the following.<br>
<ul><li>Aiding Service Management team on major issues</li><li>Driving the efficiency and effectiveness of the incident management process.</li><li>Monitoring the effectiveness of incident management and making recommendations for improvement.</li><li>Ensure timely submission of weekly/monthly productivity reports and Dashboards and have discussion with SO and SDM on regular intervals</li><li>Responsible for meeting targets of KPIs and SLAs</li><li>Ensure 100% compliance to defined Operations Management support Process especially Root Cause Analysis, Proactive communication with customer, Closure of any open-ended issues Identify Defect Areas and proactively carry out corrective actions</li><li>Providing information (input) to the Problem Manager</li><li>Client communications</li><li>Providing a point of escalation for user issues</li><li>Demonstrating and increasing the value proposition of the incident management team and IT operations.</li><li>Manage a team of 6 to 8 members and its associated activities</li></ul><br>
Technical Skills<br>
<ul><li>Experience in IT enabled services &ndash;IT Service Desk, IT Help Desk (Preferably phone support interacting with foreign clients/users)</li><li>Good knowledge of ITIL service management processes</li><li>ITIL Certified (Mandatory)</li><li>Experience of managing a team of 4 to 10 people</li><li>Should have independently driven major incidents (P1 and P2)</li><li>Worked in Incident, Problem and Change Management teams</li><li>Good Verbal and written communication</li></ul></div></div></div></div></div><div><div><div><div><p><b>
Location</b></p>:</div><div><p>
Saudi Arabia - Riyadh</p></div></div></div></div><div><div><div><div><p><b>
Created On</b></p>:</div><div><p>
23-Oct-2025</p></div></div></div></div></div><div></div>

Associate Lead - Service Management (SM4)

HungerStation | هنقرستيشن

<div>
 HungerStation is part of the Delivery Hero Group, the world&rsquo;s pioneering local delivery platform, our mission is to deliver an amazing experience&mdash;fast, easy, and to your door. We operate in over 70+ countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.
 <br/>
 <br/>
 <strong>
  Job Description
  <br/>
  <br/>
 </strong>
 We are seeking a highly experienced Director of IT Operations to lead and optimize our IT infrastructure, service management, and operations across our offices, dark stores, and cloud kitchens. This is a senior leadership role, based at our Riyadh HQ, critical to ensuring seamless IT operations that support our fast-growing business.
 <br/>
 <br/>
 <strong>
  Key Responsibilities
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Leadership &amp; Team Management: Lead and mentor a team of 10+ IT professionals, including managers, across helpdesk, infrastructure, and security functions. Ensure alignment with HungerStation&rsquo;s objectives and foster a culture of continuous improvement.
  </li>
  <li>
   Infrastructure &amp; IT Operations: Oversee the design, deployment, and management of IT infrastructure, ensuring high availability, minimal downtime, and optimized performance across all locations, including dark stores and cloud kitchens.
  </li>
  <li>
   Helpdesk &amp; Support Services: Manage the IT Helpdesk, ensuring timely resolution of incidents and service requests, and maintain SLAs with a focus on operational excellence.
  </li>
  <li>
   Security &amp; Access Management: Implement and manage IT security policies, access control, and compliance with industry standards. Collaborate with the security team to ensure system protection and incident response.
  </li>
  <li>
   Call Center Solutions: Oversee call center technologies, ensuring seamless integration with business operations and continuous improvement of customer experience.
  </li>
  <li>
   Vendor &amp; Stakeholder Management: Manage relationships with external vendors and collaborate with cross-functional teams to deliver IT solutions that meet business needs.
  </li>
  <li>
   Budgeting &amp; Reporting: Develop and manage the IT operations budget, providing regular performance reports to senior leadership.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Qualifications
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Bachelor&rsquo;s degree in Information Technology, Computer Science, or a related field (Master&rsquo;s preferred).
  </li>
  <li>
   8+ years of experience in IT operations and infrastructure, with at least 3-5 years in a leadership role.
  </li>
  <li>
   Proven expertise in managing IT operations across multiple locations and departments
  </li>
  <li>
   Strong knowledge of IT infrastructure, networks, security, and ITIL best practices.
  </li>
  <li>
   Experience with call center solutions and cloud-based infrastructure is a plus.
  </li>
  <li>
   Excellent leadership, communication, and problem-solving skills.
  </li>
  <li>
   Strong organizational and project management abilities.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Additional Information
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   We offer visa &amp; relocation support globally to our permanent employees.
  </li>
  <li>
   Exchange ideas and meet 2000+ colleagues from different teams within Delivery Hero in our active guilds and through our global tech &amp; product community
  </li>
  <li>
   Develop your skills with your personal educational budget for conferences and external training
  </li>
  <li>
   Access our Linkedin learning platform and participate in our various inhouse training
  </li>
  <li>
   And much more&hellip;
   <br/>
   <br/>
  </li>
 </ul>
 You&rsquo;ll have the space to learn, grow, and take ownership of your work. We invest in your development, from training or workshops to free language lessons, and we encourage you to take on projects which both interest and challenge you.
</div>


Director of IT Operations

Hilton

<div><p>Banquet Manager</p><p>
A Banquet Manager is responsible for managing all banquets and events in the hotel to deliver an excellent Guest and Member experience while optimising sales, evaluating performance, and ensuring staffing levels meet demand.</p><br>
<p><br>
<br>
<b>What will I be doing?</b></p><br>
<p>As a Banquet Manager, you are responsible for managing all banquets and events in the hotel to deliver an excellent Guest and Member experience. A Banquet Manager will also be required to optimise sales and ensure staffing levels meet demand. Specifically, you will be responsible for performing the following tasks to the highest standards:</p>
<ul><li>Manage all Banquets/Events</li>
<li>Maintain exceptional levels of customer service</li>
<li>Evaluate guest satisfaction levels with a focus on continuous improvement</li>
<li>Propose ideas to build the range and quality of Conference and Banqueting operations</li>
<li>Optimise sales and contain costs, identifying any areas for action</li>
<li>Maintain good communication and work relationships in all hotel areas and with external customers and suppliers</li>
<li>Ensure staffing levels meet business demands</li>
<li>Ensure training is carried out on an ongoing basis</li>
<li>Ensure communication meetings are conducted and post-meeting minutes generated</li>
<li>Manage staff performance issues in compliance with company policies and procedures</li>
<li>Recruit, manage, train and develop the Banquet team</li>
<li>Comply with hotel security, fire regulations and all health and safety legislation</li>
</ul><b>What are we looking for?</b><p><br>
A Banquet Manager serving Hilton brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:</p><ul>
<li>Strong knowledge of hotel/leisure/service sector</li>
<li>Record of success in Conference and Banqueting operations, specifically the ability to deliver profit, control costs, and build customer loyalty</li>
<li>Exceptional communication skills</li>
<li>Exceptional leadership skills to create a winning team</li>
<li>Conference and Banqueting Operations experience in a managerial position in hotel/Events Centre</li></ul>
<p>It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:</p><ul>
<li>Degree or diploma in Hotel Management or equivalent</li>
<li>Passion for delivering exceptional levels of guest service</li></ul><br>
<b>
What will it be like to work for Hilton?</b><br>
<p>Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its . Our vision &ldquo;to fill the earth with the light and warmth of hospitality&rdquo; unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!</p></div>

Banquet Manager

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