Operations 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

We are looking for an experienced Operations Manager to oversee daily operational activities, manage customer relationships, and ensure the effective handling and resolution of support tickets.

The Operations Manager will be responsible for monitoring open and critical tickets, coordinating with internal teams and customers, ensuring SLA compliance, and maintaining clear ownership and follow-up for all operational cases.

Key Responsibilities:

• Oversee daily operations and review all 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 regular updates for all open cases.
• Follow up with customers on pending cases and ensure effective communication.
• Handle customer complaints and escalations until resolution.
• Coordinate workload distribution and maintain a balanced workload across the team.
• Review technical escalations to Senior team members and ensure appropriate actions are taken.
• Lead critical incidents (P1) and coordinate communication between customers, technical teams, and management.
• Coordinate with customers, vendors, and internal teams to resolve operational blockers.
• Ensure proper handover of open cases and On-Call activities at the end of the day.
• Review recurring and long-standing issues and initiate RCA/Problem Management when required.
• Monitor team performance, operational KPIs, risks, and improvement plans.
• Prepare periodic operational reports covering SLA performance, incidents, productivity, customer status, risks, and operational needs.

Requirements:

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field.
• Proven experience in IT operations, service delivery, technical support, or a similar role.
• Strong understanding of SLA management, incident management, escalation processes, and ticketing systems.
• Strong leadership and team management skills.
• Excellent communication and customer relationship management skills.
• Ability to manage multiple priorities and critical incidents effectively.
• Strong problem-solving, decision-making, and analytical skills.
• Experience with ITIL practices is preferred.