Overview
IT Operations Manager Jobs in Riyadh, Saudi Arabia at 2P Perfect Presentation
Title: IT Operations Manager
Company: 2P Perfect Presentation
Location: Riyadh, Saudi Arabia
We are seeking an experienced IT Operations Manager to lead the delivery of enterprise Managed Services, oversee multi-tier technical teams, and act 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 while 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, 24×7 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.
Required Skills:
- IT Operations Management
- ITIL Service Management
- Managed Services Delivery
- Service Desk & NOC Management
- SLA & KPI Governance
- Incident, Problem & Change Management
- Root Cause Analysis (RCA)
- ITSM Platforms (ManageEngine, ServiceNow)
- Vendor & Asset Management
- Infrastructure Operations
- VMware, Active Directory, SQL, Storage
- Network, Security & Cloud Technologies
- Leadership & Stakeholder Management
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.
Preferred Certifications:
- ITIL Foundation v4 (Required)
- CCNP
- VMware VCP
- MCSE
- Equivalent enterprise infrastructure or cloud certifications