Senior Manager, Asset Apps Support & Strategy

Qiddiya Investment Company 1; Riyadh; On-site; SAR 300,000 - 520,000; Full time

Job summary

Qiddiya Investment Company in Saudi Arabia seeks a Senior Manager - Asset Applications Support to lead L2 support for asset systems across parks, hospitality, and retail. You will define procedures, SLAs, and vendor relationships while driving proactive problem management and first‑call resolution.

You will manage a cross‑functional team, collaborate with design and delivery teams, and ensure stable, high‑performing asset applications such as ticketing, F&B, leasing, and park management systems.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• Minimum 7+ years in IT application support with leadership experience.
• Proven track record leading support for Ticketing, F&B (POS, KDS), Retail, Leasing, Event, Asset, and Park systems.
• Experience establishing support procedures, SLAs, and vendor/managed service relationships.
• Background in multi‑tier support (L0–L3) and improving first‑call resolution.
• Strong collaboration with design, delivery, and development teams for problem management.

Responsibilities

• Oversee all L2 support for the full asset application suite, ensuring incident resolution and request fulfillment.
• Develop and maintain standardized support procedures and workflows for consistent service delivery.
• Define and monitor SLAs, reporting performance to senior leadership.
• Serve as primary escalation point for major incidents and complex issues.
• Manage vendors/contractors to ensure contractual obligations and performance targets are met.
• Monitor application performance and identify trends to prevent degradation.
• Lead and mentor cross‑functional support teams across multiple domains.
• Coordinate resource allocation for ticketing, F&B, leasing, events, and park management.
• Provide ongoing training to L0/L1 teams and collaborate with App Design & Delivery for fixes.

Skills

Leadership

ITIL/ITSM

SLA management

Vendor management

Incident management

Cross-functional collaboration

Multi-tier support

Team mentoring

Asset applications

Analytics

Education

Bachelor’s degree in IT/CS

Tools

Ticketing systems

POS/KDS

Asset management software

Event management systems

Job description

Qiddiya Investment Company in Saudi Arabia seeks a Senior Manager - Asset Applications Support to lead L2 support for asset systems across parks, hospitality, and retail. You will define procedures, SLAs, and vendor relationships while driving proactive problem management and first‑call resolution.

You will manage a cross‑functional team, collaborate with design and delivery teams, and ensure stable, high‑performing asset applications such as ticketing, F&B, leasing, and park management systems.