Infrastructure Service Delivery & Operations Lead
Job in
Riyadh, Riyadh Region, Saudi Arabia
Listed on 2026-09-29
Listing for:
MIS - Al Moammar Information Systems Co.
Full Time
position Listed on 2026-09-29
Job specializations:
-
IT/Tech
IT Project Manager, IT Infrastructure, Business Continuity, Disaster Recovery IT
Job Description & How to Apply Below
- Lead end-to-end infrastructure service delivery and operational performance across all infrastructure towers, from L1/L2 through L3.
- Govern SLAs, KPIs, and OLAs, including performance tracking, Service Now dashboards, and monthly service reporting.
- Lead Major Incident Management (P1/P2), coordinating technical teams, vendors, stakeholders, communications, and post-incident RCA.
- Coordinate daily operations between the Service Desk, EOC, and L3 teams to ensure efficient ticket escalation and resolution.
- Govern Disaster Recovery (DR) readiness, including DR tests, recovery evidence, remediation tracking, and follow-up.
- Manage OEM and third-party vendors, including support contracts, escalations, and vendor support cases.
- Lead operational governance meetings, escalation management, and service reviews with client technology leadership.
- Oversee Change, Problem, and Capacity Management processes.
- Ensure operational documentation, runbooks, knowledge transfer, and handover records are maintained and up to date.
- Support team onboarding and continuous service improvement initiatives.
- 8+ Yrs of experience in IT Operations, including leadership experience in a managed services or outsourced environment.
- Proven experience leading infrastructure service delivery across multiple technology towers.
- Strong experience in SLA, KPI, and OLA governance and operational service reporting.
- Hands-on experience leading Major Incident Management (P1/P2).
- Strong cross-domain knowledge of enterprise infrastructure, including Data Center, Network & Security, Compute & Virtualization, Storage & Backup, Databases, and End-User Services.
- Experience in Disaster Recovery governance and operational readiness.
- Experience managing OEM and third-party vendors.
- Strong working knowledge of Service Now, ITSM tools, monitoring platforms, and vendor support portals.
- ITIL 4 Foundation – Required.
- PMP or PRINCE2 – Preferred.
- Experience developing Service Now dashboards and reports is preferred.
- Experience in large enterprise environments in Saudi Arabia is preferred.
- Arabic and English
, written and spoken.
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