Service Operations Manager

Role Summary

We are looking for a hands‑on Service Operations Manager to run the day‑to‑day operating engine of a managed services engagement. The role keeps the lights on across NOC, Service Desk, end‑user support, and platform operations — owning the shift roster, run‑book quality, and operational metrics.

Arabic (Native or Fluent) + English — Mandatory.

• Run daily operations across NOC, Service Desk, and end‑user support pods.
• Own the shift roster, on‑call calendar, and 24x7 coverage continuity.
• Drive incident, problem, and change processes per ITIL v4 best practice.
• Track operational KPIs (FCR, MTTR, ticket aging, backlog) and report weekly.
• Maintain run‑books, knowledge base, and SOP currency; enforce tool hygiene.
• Coordinate with platform and applications teams on cross‑functional incidents.
• Coach team leads (L1/L2/L3) and own performance reviews and skill development.

• Bachelor's degree in Computer Science, Engineering, or equivalent.
• ITIL v4 Foundation certification (Specialist tracks preferred).
• 8+ years in IT operations with 3+ years leading multi‑tier operations teams.
• Hands‑on experience with ITSM tooling (Service Now, BMC Helix, Jira SM, or equivalent).
• Strong analytical mindset; comfortable building dashboards and owning operating metrics.
• Native or fluent Arabic AND professional English — non‑negotiable.
• Currently in Qatar OR willing to relocate within 60 days.

• Six Sigma Green/Black Belt or equivalent process improvement certification.
• Prior experience managing 30+ headcount across multiple shifts.
• Exposure to monitoring stacks (Solar Winds, Zabbix, Dynatrace, New Relic).
• Familiarity with regional GCC working culture.