IT Operations & Support Delivery Manager

Confidential; Riyadh; On-site; SAR 150,000 - 180,000; Full time

Job summary

Confidential in Riyadh seeks an experienced Operations Manager to oversee daily operational activities, manage customer relationships and ensure effective handling and resolution of support tickets.

You will monitor open and critical tickets, coordinate with internal teams and customers, ensure SLA compliance, and maintain clear ownership and follow-up for all operational cases. Strong IT operations knowledge and leadership are essential.

Qualifications

• Degree in IT, CS, Business or related field.
• Experience in IT operations, service delivery or technical support.
• Knowledge of SLA, incident and escalation processes and ticketing systems.
• ITIL experience is preferred.

Responsibilities

• Oversee daily operations and review open support tickets with the team.
• Monitor high-priority and critical cases (P1 & P2) and ensure timely resolution.
• Track aged tickets and cases approaching or exceeding SLA targets.
• Ensure clear ownership, next actions and updates for all cases.
• Follow up with customers on pending cases and maintain communication.
• Handle customer complaints and escalations through resolution.
• Coordinate workload distribution and balance team workload.
• Lead escalations to Senior teams and ensure appropriate actions.
• Coordinate with customers, vendors and internal teams to resolve blockers.
• Ensure proper handover of open cases and On-Call activities.
• Review recurring issues and initiate RCA/Problem Management when needed.
• Monitor KPIs, risks and improvement plans; prepare periodic reports.

Skills

SLA management

Incident management

Escalation processes

Ticketing systems

Leadership

Customer relationship management

Multitasking

Problem-solving

ITIL practices

Communication

Education

Bachelor’s degree in IT/CS/Business

Job description

Confidential in Riyadh seeks an experienced Operations Manager to oversee daily operational activities, manage customer relationships and ensure effective handling and resolution of support tickets.

You will monitor open and critical tickets, coordinate with internal teams and customers, ensure SLA compliance, and maintain clear ownership and follow-up for all operational cases. Strong IT operations knowledge and leadership are essential.