IT Operations Manager

Overview

IT Operations Manager inRiyadh

We're hiring at Naseej ! .. Naseej is a leading technology company committed to harnessing the power of digital transformation in learning & knowledge management by enabling our customers to provide rich experiences for their users.

And for almost 35 years, Naseej with its branches all over the MENA region had made many contributions to be one of the market leaders in the fields of E-Learning & Digital transformation.

Job Rules & Responsibilities:
>Transition Management:
- Take ownership of projects that have completed the execution phase and transitioned into the support phase, ensuring a smooth handover and continuity of service.

>Support Contract Management:
- Assume full ownership and accountability for managing support contracts, ensuring contractual obligations are met and client expectations are exceeded.
- Collaborate with the sales team to support the renewal process of support contracts, providing necessary insights and recommendations.

>Client-Centric Support Services:
- Build and deliver exceptional support services tailored to Medad clients, focusing on enhancing their experience and satisfaction.
- Develop proactive strategies for engaging with strategic clients, anticipating their needs, and resolving issues before they escalate.

>Support Operations Oversight:
- Oversee all support activities across various levels, ensuring consistent, high-quality service delivery.
- Plan, implement, and manage 24-hour support services to address client needs effectively, ensuring availability and responsiveness.

>Efficiency and Value Optimization:
- Continuously evaluate and optimize support activities to maximize value for clients while maintaining the highest efficiency.
- Implement tools, processes, and metrics to measure and improve the effectiveness of support services.

>Strategic Collaboration:
- Work closely with internal teams, including product development, delivery, and sales, to align support strategies with broader organizational goals.
- Provide actionable feedback to product teams based on client support experiences to drive product improvements.

What we're looking for:
- 8+ years of experience in the mentioned responsibilities.
- Strong understanding of #ITIL principles or similar frameworks for managing IT services.
- Proficiency with any support ticketing system.
- Knowledge ofmonitoring and reporting tools for tracking support #performance and#uptime .
- Experience with #incident , problem, change, and release management processes.
- Awareness of how projects transition from execution to support phases, ensuring smooth handovers.

for those who meet the requirements, kindly send me your CV in a message or through mail "recruitment@naseej.com" mentioning the job title "IT Operations Manager".

Keywords

• IT Project Management support services

Job roles

• Information Technology