Manager - Operations & Support

Client of Tandem Search; Ras Al Khaimah; On-site; AED 240,000 - 360,000; Full time

Job summary

A prestigious RAK Government Entity is seeking a Manager Operations & Support to lead critical IT initiatives that enhance public sector digital transformation in the UAE. The candidate will oversee software application management, cloud platform optimization, and IT support services, driving efficiency and service excellence.

Qualifications

• Strong experience in managing cloud environments and enterprise applications.
• Proven record of leading IT operations teams.
• Deep understanding of incident, change, and problem management processes.

Responsibilities

• Oversee maintenance and optimization of software applications and cloud platforms.
• Lead IT support team and implement operational processes.
• Manage vendor relationships and ensure service level agreements are met.

Skills

Cloud environments

IT service delivery frameworks

Vendor management

SLA enforcement

Change management

Problem management

Education

ITIL certification

AWS certification

Azure certification

Job description

Manager Operations & Support (Cloud | Enterprise Apps | ITSM | ERP/CRM)

A prestigious RAK Government Entity is seeking a Manager Operations & Support to join their growing IT team. This is a fantastic opportunity to lead critical IT operations and application support initiatives that impact public sector digital transformation in the UAE.

Key Accountabilities & Responsibilities:

1. Oversee the maintenance, monitoring, and optimization of software applications, cloud platforms (AWS, Azure, GCP), and enterprise systems (ERP, CRM, HRIS).
2. Ensure availability, performance, and security of applications and infrastructure.
3. Lead and manage the IT support team, including help desk and technical support staff.
4. Implement best-practice IT operational processes, including incident, change, and problem management.
5. Monitor system performance, proactively resolving issues to minimize downtime.
6. Develop and maintain IT support documentation, including policies, procedures, and user guides.
7. Collaborate with application vendors, cloud service providers, and internal teams to resolve technical issues and support delivery.
8. Oversee deployment, configuration, and ongoing maintenance of applications and cloud infrastructure.
9. Manage vendor relationships, including contract negotiation and ensuring service level agreements (SLAs) are met.
10. Serve as the primary point of contact for IT operations and support-related matters across cloud and enterprise systems.
11. Identify and implement improvements to operational efficiency, technical support processes, and system usability.
12. Conduct routine maintenance and inspections of all technical systems to ensure optimal performance across all sites.
13. Partner with end-users to deliver effective support, resolve recurring technical issues, and improve user experience.
14. Support the roll-out of new applications and system updates.

Ideal Candidate Profile:

• Strong hands-on experience in managing cloud environments, enterprise applications (ERP, CRM, HRIS), and IT service delivery frameworks.
• Proven track record of leading IT operations teams and driving service excellence.
• Deep understanding of incident, change, and problem management processes.
• Vendor management experience, including SLA enforcement and contract negotiation.
• Certifications such as ITIL, AWS/Azure, or relevant enterprise app platforms are a plus.
• Public sector experience, especially across the following verticals:
  • Waste Management
  • Water Management
  • Roads & Infrastructure
  • Landscape & Irrigation
  • Toll Systems
  • Transport & Mobility

Company Industry

• Recruitment
• Placement Firm
• Executive Search

Department / Functional Area

• Data Entry
• Operations
• Back Office Processing

Keywords

• Manager - Operations & Support

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