Service Operations Manager

About the Role:

We are seeking a seasoned Service Operations Manager to lead and optimize our ICT and IoT service delivery across the United Arab Emirates. The ideal candidate will have 12–14 years of hands-on experience managing complex technical environments—including cloud, device management, and security solutions—while driving service management best practices and ensuring outstanding customer success.

Responsibilities:

• Oversee end-to-end ICT service operations to meet SLAs and performance targets
• Manage IoT project lifecycles from planning through deployment and support
• Coordinate cloud service delivery, optimization, and cost management
• Implement and maintain enterprise device management solutions (MDM/EMM)
• Design and enforce security solutions to protect infrastructure and data
• Lead service management processes in line with ITIL frameworks
• Build and sustain strong customer relationships to drive success and satisfaction
• Collaborate with cross-functional teams to resolve escalations and continuous improvement
• Develop and manage budgets, forecasts, and vendor partnerships
• Coach and mentor operations teams, fostering a culture of accountability and excellence

Required Qualifications:

• 12–14 years of progressive experience in ICT service operations management
• Proven expertise in IoT project management, delivering large-scale implementations
• Hands-on proficiency with cloud platforms (AWS, Azure, or GCP)
• Experience implementing and managing enterprise device management solutions
• Strong background in security technologies (network, endpoint, access controls)
• Solid understanding of ITIL service management principles
• Demonstrated success in customer-centric roles and stakeholder management
• Excellent leadership, communication, and problem-solving skills
• Bachelor’s degree in Computer Science, Engineering, Information Technology or related field

Preferred Qualifications:

• ITIL Foundation or higher certification
• PMP or PRINCE2 project management certification
• AWS Certified Solutions Architect or Azure Administrator certification
• IoT certification (e.g., Cisco, AWS, or Microsoft)
• CISSP, CISM or other security certifications
• MBA or Master’s degree in a relevant discipline
• Experience working in the GCC market and with regional regulations
• Fluency in English and Arabic