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.

Languages: 

Arabic (Native or Fluent) + English — Mandatory

Key Responsibilities

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.

Required Qualifications

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 (ServiceNow, 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.

Preferred / Nice to Have

Six Sigma Green/Black Belt or equivalent process improvement certification.

Prior experience managing 30+ headcount across multiple shifts.

Exposure to monitoring stacks (SolarWinds, Zabbix, Dynatrace, New Relic).

Familiarity with regional GCC working culture.