Information Technology Operations Manager

About the Job:
The company is seeking an Information Technology Operations Manager to lead our IT infrastructure, service management, and operations across all our offices, dark stores, and cloud kitchens. The successful candidate will oversee a team ensuring seamless operations in areas such as helpdesk support, infrastructure management, security, access control, and call center solutions.

Location: Riyadh, Saudi Arabia
Work Conditions: On-site, Full-time

Key Responsibilities:

• Infrastructure & IT Operations Management:

  • Oversee the design, deployment, and management of IT infrastructure, including servers, networks, storage systems, and data centers.
  • Manage and maintain infrastructure in cloud kitchens, dark stores, and corporate offices.
  • Ensure the implementation and maintenance of robust backup, disaster recovery, and business continuity plans.
  • Lead initiatives to optimize IT resources for scalability, performance, and cost-effectiveness.

• Helpdesk and Support Services:

  • Manage the IT Helpdesk function, ensuring timely and effective support to internal users.
  • Implement ITIL best practices to streamline support processes and improve customer experience.
  • Develop and maintain Service Level Agreements (SLAs) while ensuring adherence to performance metrics.

• Security and Access Management:

  • Oversee the company’s IT security strategy and ensure the protection of systems and data.
  • Collaborate with the security team to monitor threats and manage vulnerabilities.

• Call Center Solutions:

  • Oversee the implementation and management of call center solutions.
  • Work with operations and customer service teams to enhance call center technologies.

• Strategy & Planning:

  • Contribute to the development and execution of the Division’s ABCs and OKRs.
  • Measure and track relevant OKRs and metrics to ensure the achievement of goals.

• Governance and Resilience:

  • Follow relevant policies and contribute to continuous improvement of processes.

• People Management:

  • Set performance objectives and provide necessary support and feedback to direct reports.
  • Participate in recruitment and prioritize tasks within the team.

• Budget Management:

  • Manage the budgeting cycle and ensure effective utilization of the function's budget.

Qualifications / Requirements:

• 8 - 10 years of experience in IT operations, with at least 3-5 years in a leadership role.
• Proven experience managing IT operations across multiple locations.
• Strong understanding of IT infrastructure, networks, security, and helpdesk management.
• Knowledge of ITIL framework and best practices for IT service management.
• Excellent leadership, communication, and problem-solving skills.
• Bachelor's degree in Information Technology or Computer Science; a Master's degree is preferred.

Language Requirements:
Fluency in Arabic is preferred, considering the local context of the position.