IT Infra Operations Manager: Managed Services & SLA Leader

Intertec Softwares; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading IT services provider in Dubai is seeking a Manager to supervise the technical support team and direct operations for managed services. You will ensure adherence to service-level agreements (SLAs) and promote a culture of continuous improvement while being the primary liaison for key clients. The ideal candidate will have a strong background in IT service operations and compliance with industry standards. This role involves strategic planning, budget management, and enhancing operational efficiency.

Responsibilities

• Supervise and provide mentorship to the team of technical support engineers.
• Direct the technical operations team in delivering managed IT services.
• Oversee and manage the incident escalation process.
• Continuously develop and enhance operational processes to improve service efficiency.
• Serve as the primary liaison for key client accounts.
• Administer change management protocols.
• Measure and report on critical performance indicators (KPIs).
• Coordinate with various departments to meet client needs.
• Establish and manage operational budgets.
• Contribute to strategic planning initiatives.
• Ensure all operations comply with regulatory requirements.
• Promote a culture of continuous improvement.

Job description

A leading IT services provider in Dubai is seeking a Manager to supervise the technical support team and direct operations for managed services. You will ensure adherence to service-level agreements (SLAs) and promote a culture of continuous improvement while being the primary liaison for key clients. The ideal candidate will have a strong background in IT service operations and compliance with industry standards. This role involves strategic planning, budget management, and enhancing operational efficiency.