Manager - Digital Operations Center

ADNOC Abu Dhabi UAE; Dubai; On-site; AED 40,000 - 60,000; Full time

Job summary

ADNOC Group in Dubai is seeking a Manager - Digital Operations Center to lead a centralized 24x7 monitoring and management of enterprise applications, infrastructure, and services. You will drive ITIL-aligned Change, Event, and Incident Management and oversee SLA/KPI governance and continuous improvement across ADNOC Group.

The role emphasizes operational resilience, automation and technology modernization, stakeholder engagement, and building a high-performing team delivering reliable digital

Qualifications

• Proven leadership of 24x7 digital operations teams.
• Extensive ITIL service management experience.
• Strong stakeholder engagement and governance skills.

Responsibilities

• Lead the Digital Operations Center team and maintain 24x7 monitoring of applications, infrastructure, networks, and enterprise digital services.
• Plan staffing, shift rotations, night coverage, leave, travel, and resource availability to maintain uninterrupted operations throughout the year.
• Monitor potential interruptions and coordinate response based on service impact and business criticality.

Skills

ITIL practices

24x7 monitoring

Incident Management

Change Management

KPI governance

Operational dashboards

Job description

Manager - Digital Operations Center Job Snapshot Role: Manager - Digital Operations Center Location: Dubai, United Arab Emirates Industry: Oil and Energy Function: IT General Experience: Extensive digital operations and IT service management experience required Job Type: Full-time

Position Overview Manager - Digital Operations Center in Dubai, United Arab Emirates is a senior Oil and Energy opportunity with ADNOC Group leading 24x7 monitoring and management of enterprise applications, infrastructure, networks, incidents, events, and digital service performance. The role is responsible for Digital Operations Center service delivery, ITIL-aligned Change Management, Event Management and Incident Management, SLA and KPI governance, operational resilience, automation, technology modernization, stakeholder engagement, and continuous improvement across ADNOC and its Group Companies.

Job Details Country: United Arab Emirates City: Dubai Industry: Oil and Energy Function: IT General Salary: 40000-60000 Estimated salary range based on similar jobs in the job city; please confirm the final offer with the employer. Gender: Any Candidate Nationality: Any Job Type: Full-time

Role Context The Manager - Digital Operations Center provides leadership for a centralized digital operations capability responsible for maintaining visibility, availability, resilience, and service quality across critical enterprise technology environments. The position manages round-the‑clock monitoring of applications, networks, infrastructure, and associated digital services while coordinating rapid response to incidents and service interruptions. Beyond daily operations, the role shapes service management practices, digital modernization, automation, technology investment, operational resilience, vendor performance, and strategic relationships across ADNOC Group. Its business impact is measured through service availability, incident reduction, SLA achievement, monitoring effectiveness, operational efficiency, and the ability of digital platforms to reliably support business operations.

Key Responsibilities

• Lead the Digital Operations Center team and maintain 24x7 monitoring of applications, infrastructure, networks, and enterprise digital services.
• Plan staffing, shift rotations, night coverage, leave, travel, and resource availability to maintain uninterrupted operations throughout the year.
• Balance workloads across team members and maintain adequate operational coverage during holidays, illness, and other resource constraints.
• Monitor potential application, infrastructure, and network interruptions and prioritize response according to service impact and business criticality.
• Provide technical direction during major service interruptions and coordinate communication with affected stakeholders.
• Drive structured root cause analysis following incidents and ensure corrective actions address recurring service problems.
• Act as a senior escalation point for critical Digital Operations Center incidents, operational issues, and service management decisions.
• Maintain Change Management, Event Management, and Incident Management processes in line with established service management practices.
• Develop, review, approve, and continuously improve Digital Operations Center standard operating procedures.
• Establish operational standards and best‑practice procedures that improve consistency, resilience, and service quality.
• Monitor Change Management, Event Management, and Incident Management effectiveness and recommend measurable improvements.
• Review monitoring events and recommend baseline changes that improve alert quality and reduce operational gaps.
• Identify digital service issues and engage the appropriate application, infrastructure, network, or support teams for resolution.
• Develop and monitor daily dashboards covering SLAs, KPIs, incidents, service health, and operational performance.
• Ensure agreed performance targets are achieved and coordinate remediation when SLA deviations occur.
• Review service management reports and ensure identified actions are assigned, tracked, and completed.
• Improve service quality through incident prevention, automation, better monitoring coverage, and continuous operational improvement.
• Manage overall service delivery for the Digital Operations Center solution across ADNOC and Group Companies.
• Run daily operational meetings to coordinate priorities, incidents, tasks, resources, and improvement activities.
• Maintain the service governance model and conduct regular stakeholder reviews covering performance, risks, improvement opportunities, and future requirements.
• Communicate identified outages promptly to relevant ADNOC stakeholders and coordinate operational updates through resolution.
• Identify gaps in monitoring and notification processes and coordinate corrective solutions with Group Company teams.
• Assess team capabilities and establish development plans, backup arrangements, and cross‑functional training.
• Build operational capability across network, compute, enterprise tools, applications, and service management disciplines.
• Coach and mentor team members and provide timely performance feedback.
• Lead onboarding and knowledge transfer activities for new Digital Operations Center resources.
• Coordinate automation initiatives designed to improve monitoring, incident response, service quality, and operational productivity.
• Contribute to ADNOC Group digital strategy and lead implementation of Digital Operations Center roadmaps.
• Translate strategic digital requirements into practical monitoring capabilities, operational services, and service management solutions.
• Work with senior business stakeholders and Digital Managers to maintain alignment between Digital Operations Center capabilities and evolving business requirements.
• Assess emerging technologies including cloud platforms, advanced security analytics, hyper‑converged infrastructure, artificial intelligence, and next‑generation digital operations technologies.
• Identify digital enablement use cases and coordinate feasibility assessments, business cases, and implementation initiatives.
• Lead adoption of advanced infrastructure and operations technologies that improve efficiency, resilience, and service performance.
• Evaluate internal digital processes against recognized standards and industry practices and identify opportunities for optimization.
• Serve as a trusted digital advisor to business managers and key stakeholders.
• Translate business technology requirements into appropriate services and coordinate with solution providers to support delivery.
• Conduct high‑level feasibility studies during pre‑project phases to determine whether proposed digital solutions should progress.
• Promote effective utilization of ADNOC digital capabilities through communication and awareness initiatives.
• Maintain structured communication channels with digital customers and business stakeholders.
• Apply value delivery and cost optimization principles when selecting and managing Digital Operations Center technologies and services.
• Oversee design, implementation, maintenance, and sourcing of relevant digital infrastructure, services, and operational solutions.
• Manage Digital Operations Center programs and projects against scope, schedule, cost, quality, and business objectives.
• Support vendor and service provider identification, evaluation, and selection.
• Assess operational platforms and storage solutions through feasibility studies, proof‑of‑concept activities, cost‑benefit analysis, and alternative evaluations.
• Manage capacity planning and resource scheduling across internal teams and external service providers.
• Act as a technical authority for review and endorsement of digital operational services involving networks, infrastructure, and applications.
• Advise business stakeholders on the risks and benefits associated with existing and emerging technologies.
• Coordinate with enterprise architecture teams on multi‑year business capability and technology roadmaps.
• Support development and maintenance of a Digital Service Catalogue covering available products, services, capabilities, and delivery models.
• Anticipate business technology requirements and recommend digital products and services that support operational objectives.
• Manage business demand, investment priorities, and satisfaction through structured stakeholder engagement.
• Oversee tracking and prioritization of the digital project portfolio and communicate agreed priorities to project management teams.
• Support digital transformation programs focused on cost optimization, technology simplification, integrated services, and information security.
• Coordinate with Digital departments to strengthen operational resilience and integrate digital continuity with wider business continuity arrangements.
• Support Digital security and risk management programs.
• Ensure digital services are managed with appropriate confidentiality, integrity, availability, security, and operational controls.
• Ensure disaster recovery plans, service continuity procedures, and technical recovery arrangements are maintained and regularly tested.
• Maintain strategic relationships with technology vendors, service partners, integrators, internal functions, and other key stakeholders.
• Monitor supplier performance and support commercial negotiations to maintain service quality and cost effectiveness.
• Provide technical input for RFPs, RFQs, tender documentation, contractual requirements, and Service Level Agreements.

Ideal Profile

The successful candidate should have extensive experience leading enterprise digital operations, IT service management, infrastructure operations, network operations, application monitoring, or a large‑scale operations center within a complex organization. Strong practical knowledge of ITIL‑aligned Incident Management, Event Management, Change Management, SLA governance, service monitoring, major incident response, root cause analysis, operational dashboards, and service continuity is essential. The position requires proven leadership of 24x7 operational teams, including shift planning, resource management, coaching, performance management, cross‑functional training, escalation handling, and continuous service improvement. Candidates should understand enterprise networks, compute infrastructure, cloud technologies, applications, monitoring platforms, automation, storage, disaster recovery, information security, and modern digital operations architectures. Experience managing technology vendors, service providers, SLAs, RFPs, RFQs, digital investment decisions, proof‑of‑concept programs, and senior stakeholder relationships will be highly valuable.

Skills Set

• Digital Operations Center
• IT service management
• ITIL practices
• 24x7 service monitoring
• Incident Management
• Event Management
• Change Management
• Major incident management
• Root cause analysis
• Application monitoring
• Infrastructure monitoring
• Network monitoring
• Service availability
• SLA management
• KPI management
• Service dashboards
• Service governance
• Standard operating procedures
• Service delivery management
• Operations center leadership
• Shift management
• Enterprise infrastructure
• Network operations
• Cloud technologies
• Hyper‑converged infrastructure
• Artificial intelligence
• Advanced security analytics
• Digital operations automation
• Enterprise monitoring tools
• Service continuity
• Disaster recovery
• Operational resilience
• Information security
• Capacity planning
• Resource planning
• Digital transformation
• Technology modernization
• Enterprise architecture coordination
• Digital Service Catalogue
• Technology feasibility studies
• Proof of concept
• Cost‑benefit analysis
• Vendor management
• Service provider management
• RFP and RFQ development
• Service Level Agreements
• Stakeholder management
• Team leadership
• Knowledge transfer
• Continuous improvement

Why Join Us

This position offers the opportunity to lead a mission‑critical digital operations capability supporting complex Oil and Energy activities across a major enterprise environment. The scope extends beyond traditional operations center management into cloud, automation, artificial intelligence, service governance, information security, operational resilience, digital investment, and enterprise technology modernization. The role provides significant leadership exposure across ADNOC and its Group Companies while allowing an experienced digital operations professional to influence service availability, technology strategy, operational efficiency, vendor performance, and the evolution of 24x7 enterprise digital services.

About the Company

ADNOC Group is an integrated energy organization with operations spanning exploration, production, drilling, processing, logistics, refining, petrochemicals, and related energy activities. Its large‑scale operations depend on resilient applications, networks, infrastructure, cybersecurity controls, and continuously available digital services, making enterprise monitoring, service management, automation, and operational resilience central to reliable business performance.