Infrastructure Ops Lead: Service Delivery & DR Readiness

MIS - Al Moammar Information Systems Co.

Riyadh

On-site

SAR 240,000 - 360,000

Full time

16 hours ago
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Job summary

MIS - Al Moammar Information Systems Co. is seeking an experienced IT Operations leader to manage end-to-end service delivery across data centers, networks, security, compute, storage and end-user services in Saudi Arabia.

You will govern incidents, changes, capacity, and DR readiness while coordinating with vendors and client technology leadership. The role demands 8+ years in IT Operations with managed services experience and strong ServiceNow/ITSM skills, plus fluency in Arabic and English.

Qualifications

  • 8+ years in IT Operations with leadership in a managed services or outsourced environment.
  • Proven experience leading infrastructure service delivery across multiple technology towers.
  • Strong experience in SLA, KPI, and OLA governance and operational service reporting.
  • Hands-on experience leading Major Incident Management (P1/P2).
  • Strong cross-domain knowledge of enterprise infrastructure including Data Center, Network & Security, Compute & Virtualization, Storage & Backup, Databases, and End-User Services.
  • Experience in Disaster Recovery governance and operational readiness.
  • Experience managing OEM and third-party vendors.
  • Strong working knowledge of ServiceNow, ITSM tools, monitoring platforms, and vendor support portals.
  • ITIL 4 Foundation – Required.
  • PMP or PRINCE2 – Preferred.
  • Experience developing ServiceNow dashboards and reports is preferred.
  • Experience in large enterprise environments in Saudi Arabia is preferred.
  • Arabic and English, written and spoken.

Responsibilities

  • Lead end-to-end infrastructure service delivery and operational performance across all infrastructure towers, from L1/L2 through L3.
  • Govern SLAs, KPIs, and OLAs, including performance tracking, ServiceNow dashboards, and monthly service reporting.
  • Lead Major Incident Management (P1/P2), coordinating technical teams, vendors, stakeholders, communications, and post-incident RCA.
  • Coordinate daily operations between the Service Desk, EOC, and L3 teams to ensure efficient ticket escalation and resolution.
  • Govern Disaster Recovery (DR) readiness, including DR tests, recovery evidence, remediation tracking, and follow-up.
  • Manage OEM and third-party vendors, including support contracts, escalations, and vendor support cases.
  • Lead operational governance meetings, escalation management, and service reviews with client technology leadership.
  • Oversee Change, Problem, and Capacity Management processes.
  • Ensure operational documentation, runbooks, knowledge transfer, and handover records are maintained and up to date.
  • Support team onboarding and continuous service improvement initiatives.

Skills

ITIL 4 Foundation
PMP or PRINCE2
ServiceNow
Vendor management
Incident management
SLA governance
Leadership
Arabic & English

Tools

ServiceNow
ITSM tools
Monitoring platforms

Job description

MIS - Al Moammar Information Systems Co. is seeking an experienced IT Operations leader to manage end-to-end service delivery across data centers, networks, security, compute, storage and end-user services in Saudi Arabia.

You will govern incidents, changes, capacity, and DR readiness while coordinating with vendors and client technology leadership. The role demands 8+ years in IT Operations with managed services experience and strong ServiceNow/ITSM skills, plus fluency in Arabic and English.

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