Command Center and Service Management Lead

DXC.technology; Saudi Arabia; On-site; SAR 200,000 - 300,000; Full time

Job summary

A global technology firm in Saudi Arabia is seeking a Command Center Operations Oversight leader to manage 24x7 operations and ensure efficiency across Incident Management and Change Management processes. The ideal candidate will have over 10 years of IT Operations experience, with strong leadership capabilities and a background in ITIL frameworks. This role offers a dynamic working environment focused on collaboration and community.

Benefits

In-person collaboration

Flexible work model

Inclusive work environment

Qualifications

• Minimum 10 years of experience in IT Operations or Service Management, including 5 years in Command Center leadership.
• Proven experience guiding Incident, Problem, Change, and Service Level processes under ITIL frameworks.
• Strong analytical and communication skills, capable of intervening during crises.

Responsibilities

• Oversee 24x7 operations of the Enterprise Command Center.
• Guide teams in proactive event triage and escalation.
• Ensure adherence to Incident and Problem Management frameworks.

Skills

IT Operations Management

Crisis Intervention

Analytical Thinking

Leadership

Education

ITIL certifications

Tools

ServiceNow

Elastic

Dynatrace

Job description

Command Center Operations Oversight

• Oversee 24x7 operations of the Enterprise Command Center, ensuring end-to-end visibility of infrastructure, applications, and business transactions.
• Guide Command Center analysts to perform proactive event triage, correlation, and escalation following established SOPs.
• Intervene in critical situations to ensure swift containment, escalation, and restoration of services.
• Solve operational bottlenecks and coordination issues across technical and vendor teams.
• Ensure effective shift handovers, daily operations reports, and centralized dashboards for management visibility.

Incident & Problem Management (Oversight Role)

• Ensure consistent adherence to Incident and Problem Management frameworks across shifts.
• Oversee the Major Incident process, ensuring rapid engagement of resolver groups and timely communication to stakeholders.
• Intervene and guide incident managers during crisis events to ensure accurate impact analysis and prioritization.
• Validate the quality of Root Cause Analyses (RCAs) and confirm implementation of preventive actions.
• Review and report operational metrics such as MTTA, MTTR, and incident recurrence to leadership.

Change Management (Guidance Role)

• Oversee the organizational Change Management process to ensure effective planning, risk assessment, and communication.
• Chair or support CAB, DCAB, TCAB, Cyber -security CAB meetings to validate change readiness and Command Center visibility.
• Monitor and report all changes that may affect production services, ensuring synchronization with DR and release calendars.
• Guide teams to minimize change-related incidents through better testing and communication practices.

IT Asset Management (ITAM) Oversight

• Supervise IT Asset Management activities ensuring accuracy, traceability, and compliance throughout the asset lifecycle.
• Ensure synchronization between ITAM, CMDB, and monitoring systems to maintain an up-to-date operational picture.
• Oversee and validate license compliance, asset tagging, and configuration baselines for audits and service impact assessments.
• Report on asset utilization, lifecycle health, and gaps that may affect operational readiness.

Service Level Management

• Guide and ensure adherence to Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) across all services.
• Validate and report monthly service performance, uptime, and restoration metrics to management and stakeholders.
• Oversee tracking of SLA breaches, identify root causes, and guide service owners toward improvement actions.
• Ensure proactive monitoring and trending of performance indicators that could lead to potential SLA violations.
• Support Service Review Meetings with factual reports and recommendations for improvement.

Business Continuity & Disaster Recovery Alignment

• Ensure Command Center readiness for Disaster Recovery (DR) and Business Continuity (BCP) exercises.
• Coordinate DR scheduling and readiness reviews with application, infrastructure, and change teams.
• Oversee and report the Command Center’s participation, ensuring accurate documentation of test results and lessons learned.
• Intervene during DR execution to ensure Command Center coordination, communication, and recovery validation.

Continuous Improvement & Automation Enablement

• Identify and recommend automation, AIops, and monitoring optimization opportunities to improve operational resilience.
• Guide teams in implementing alert reduction, predictive insights, and workflow automation initiatives.
• Review Command Center KPIs and report process gaps and efficiency improvements to management.
• Drive maturity initiatives in collaboration with platform and observability engineering teams.

Leadership, Coaching, and Stakeholder Engagement

• Lead and mentor Command Center staff to maintain a disciplined, high-performance operational culture.
• Oversee shift rosters, ensure skill matrix coverage, and promote cross-domain knowledge sharing.
• Intervene and guide in real-time operational escalations, ensuring the right experts are engaged.
• Report key events, incidents, and operational trends to IT leadership and business stakeholders.
• Act as the Command Center representative in CABs, Incident Review Boards, Service Review Meetings, and DR Steering Committees.

Skills and Experience

Technical & Process Expertise

• Minimum 10 years of experience in IT Operations or Service Management, including 5 years in Command Center leadership.
• Proven background guiding Incident, Problem, Change, ITAM, and Service Level processes under ITIL frameworks.
• Experience with enterprise monitoring platforms (Elastic, Dynatrace, OpsBridge, SiteScope, SolarWinds, etc.).
• Familiarity with ITSM platforms (ServiceNow, Opentext Service Manager), CMDB, and IT Asset Management tools.
• Strong analytical and communication skills, capable of intervening during crises and reporting objectively to management.
• Exposure to banking or highly regulated environments preferred.

Certifications (Preferred)

• ITIL v4 Managing Professional
• ISO 22301 Lead Implementer / Auditor
• ServiceNow Certified Process Owner
• Elastic or Dynatrace Certified Professional

Behavioral Competencies

• Strategic Oversight & Analytical Thinking
• Calm, Structured Crisis Response
• Objective Reporting & Decision Support
• Leadership Through Guidance & Mentorship
• Process Adherence & Intervention Discipline
• Collaboration Across Teams and Vendors
• Continuous Improvement Mindset

Company Culture

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.