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 o...