Overview
Operations Manager Jobs in Dubai, United Arab Emirates at Estarta Solutions
Title: Operations Manager
Company: Estarta Solutions
Location: Dubai, United Arab Emirates
Operations Manager (Post-Implementation Services)
📍 Location: Dubai/United Arab Emirates (On-site)
📅 Contract Duration: 6-Month Project-Based Contract
We are seeking an experienced Operations Manager with a strong background in managing operational processes, support tools, and technical resources, including Tools Support Engineers and Collaboration Support Engineers.
The successful candidate will be responsible for overseeing the customer's operational service model, ensuring effective service governance, operational efficiency, and continuous service improvement. This includes monitoring and analyzing ticket trends, response times, service performance metrics, and historical operational data to drive informed decision-making and enhance service delivery outcomes.
The role requires strong leadership capabilities, stakeholder management skills, and experience in coordinating cross-functional teams to ensure the consistent delivery of high-quality operational services.
Key Responsibilities
- Lead and oversee service management processes across the operational environment.
- Conduct Service Review meetings with customer stakeholders and present key operational metrics, including ticket trends, response times, SLA performance, and service delivery indicators.
- Analyze and report on historical, trending, and operational performance data to support decision-making and service improvements.
- Monitor service delivery performance and ensure compliance with operational standards, procedures, and governance frameworks.
- Manage escalations and drive timely resolution of critical operational issues.
- Identify opportunities to improve service quality, operational efficiency, and customer satisfaction.
- Coordinate with support teams, DevOps teams, vendors, and service providers to ensure seamless service delivery.
- Provide leadership, guidance, and resource coordination across operational support teams.
- Ensure effective allocation and utilization of operational resources.
Required Qualifications
- Bachelor's or Master's degree in Information Technology, Computer Science, or a related field.
- Minimum 8 years of experience in IT Operations, Service Delivery, or Operations Management roles.
- Experience leading and managing teams of 10+ resources within enterprise environments.
- ITIL Expert Certification (mandatory).
- ITIL Service Operations Certification (mandatory).
- Strong understanding of IT Service Management (ITSM) processes, including Incident, Problem, Change, and Service Performance Management.
- Hands-on experience with ITSM platforms such as ServiceNow, ManageEngine, BMC Remedy, Jira Service Management, or similar tools.
- Knowledge of DevOps practices, operational collaboration models, and continuous service improvement methodologies.
- Experience preparing and presenting operational reports, KPIs, SLA metrics, and service performance dashboards.
- Strong stakeholder management, communication, and escalation management skills.
- Professional proficiency in both Arabic and English.
Preferred Skills
- Service governance and operational oversight.
- Performance monitoring and trend analysis.
- Customer-facing service review and reporting experience.
- Strong analytical, organizational, and decision-making capabilities.
- Experience working in high-pressure operational environments.