About the job 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.
