Lead - Managed Infra Services

Role Summary

The Service Line Manager – Managed Infrastructure Services is accountable for the operational stability, performance, and continuous improvement of on‑premise infrastructure services, including data centers, servers, storage, virtualization, and network platforms. The role focuses on executing operational plans, ensuring service availability, managing escalations, and driving compliance with organizational, contractual, and regulatory requirements. It works closely with internal delivery leaders, security services, vendors, and functional teams to resolve complex operational challenges and ensure infrastructure reliability that directly supports business outcomes.

• Execute infrastructure operational plans aligned with organizational and service delivery objectives.
• Identify process gaps and operational inefficiencies and recommend improvement initiatives.
• Ensure adherence to organizational policies, standards, and compliance requirements.
• Provide inputs to refine infrastructure policies and operational frameworks.
• Oversee infrastructure monitoring tools and dashboards for proactive issue detection.
• Lead resolution of complex infrastructure incidents and act as escalation point.
• Ensure infrastructure performance meets agreed SLAs and service levels.
• Drive root cause analysis for major or non‑repeatable incidents.
• Review and approve infrastructure changes, ensuring risk mitigation and minimal service impact.
• Coordinate change scheduling, stakeholder communication, and risk assessments.
• Manage vendor relationships, including SLAs, maintenance contracts, and escalations.
• Collaborate with internal delivery and security teams for aligned operations.
• Identify infrastructure risks and recommend mitigation strategies.
• Ensure compliance with regulatory, contractual, and industry standards.
• Provide regular operational reports, dashboards, and risk updates to senior leadership.
• Maintain accurate infrastructure documentation, SOPs, diagrams, and configuration records.
• Support audits, capacity planning, and knowledge transfer activities.
• Promote alignment with Malomatia's values, culture, and ways of working.
• Foster collaboration, accountability, and operational discipline.
• Drive high levels of employee engagement and retention.
• Mentor and develop team members to achieve operational and people excellence.
• Provide guidance and direction to direct reports by managing their performance through feedback and counselling.
• Provide input about project team members in performance appraisals and recommendations for promotion and bonuses/incentives.
• Facilitate succession planning for critical roles.
• Track progress and offer support for the advancement of knowledge and skills.
• Support leadership & functional capability building initiatives through training as per organisational guidelines.

Bachelor's degree in Computer Science, IT, or related field from a recognised university.

• English (mandatory)
• Arabic (preferred)

• Minimum 8+ years of experience in infrastructure services (on‑prem data centres, servers, storage, virtualization, networking).
• Proven experience in managing and optimizing enterprise infrastructure environments.
• Hands‑on exposure to Incident, Problem, and Change Management.
• Familiarity with ITIL or equivalent service management frameworks.

• Strong knowledge of on‑prem infrastructure technologies.
• Monitoring tools, alerting, and proactive operations.
• Advanced troubleshooting and performance optimisation.
• Data centre operations (power, cooling, racks, hardware lifecycle).
• Exposure to hybrid/cloud environments (desirable).
• Basic understanding of information security and compliance.

• Infrastructure Operations Management
• Service Delivery & Client Engagement
• Project & Change Management
• Operational Excellence

• Critical Thinking & Problem Solving
• Customer Centricity
• Results Orientation
• Team Leadership & Development
• Attention to Detail
• Collaboration & Cultural Alignment
• Strong Interpersonal Skills