Operations Lead: Beneficiary Services & SLA Mastery

Saudi Azm; Riyadh; On-site; SAR 180,000 - 300,000; Full time

Job summary

Saudi Azm is seeking an Operations Manager to own the day-to-day performance of the beneficiary service operation, ensuring requests are handled quickly, tickets are closed within SLA, and issues are properly classified and routed.

You will lead and develop junior team members and interns, coordinate with the development team and other departments to resolve escalations end-to-end, and drive continuous improvement in ticket handling and reporting.

Qualifications

• Bachelor's degree in a relevant field is required.
• Experience in operations, service delivery or customer support management is required.
• Experience supervising a team and reviewing others' work is required.
• Proficiency in Arabic and English is required.

Responsibilities

• Own overall performance against service standards: response speed, SLA closure, and accurate classification.
• Quality-check classification and handling of incoming tickets for consistency.
• Review recurring patterns and improve classification criteria and processes.
• Produce periodic reports on SLA performance and ticket trends for meetings.
• Maintain and approve core operational documents including SLAs and escalation matrices.
• Coordinate with development on technical and integration issues affecting beneficiaries.
• Represent the Operations team in cross-functional and external meetings; manage escalations.
• Develop team members and interns with supervision and feedback; coordinate AZEM placements.
• Identify opportunities for continuous improvement and automation in ticket workflows.

Skills

Ops management

Team supervision

Bilingual Arabic & English

Stakeholder management

Education

Bachelor's degree in Business Administration/Operations Management

Tools

ServiceNow

Excel

JIRA

Grafana

Metabase

Job description

Saudi Azm is seeking an Operations Manager to own the day-to-day performance of the beneficiary service operation, ensuring requests are handled quickly, tickets are closed within SLA, and issues are properly classified and routed.

You will lead and develop junior team members and interns, coordinate with the development team and other departments to resolve escalations end-to-end, and drive continuous improvement in ticket handling and reporting.