Infrastructure Service Delivery & Operations Lead

ResponsibilitiesLead end-to-end infrastructure service delivery and operational performance across all infrastructure towers, from L1/L2 through L3.Govern SLAs, KPIs, and OLAs, including performance tracking, ServiceNow dashboards, and monthly service reporting.Lead Major Incident Management (P1/P2), coordinating technical teams, vendors, stakeholders, communications, and post-incident RCA.Coordinate daily operations between the Service Desk, EOC, and L3 teams to ensure efficient ticket escalation and resolution.Govern Disaster Recovery (DR) readiness, including DR tests, recovery evidence, remediation tracking, and follow-up.Manage OEM and third-party vendors, including support contracts, escalations, and vendor support cases.Lead operational governance meetings, escalation management, and service reviews with client technology leadership.Oversee Change, Problem, and Capacity Management processes.Ensure operational documentation, runbooks, knowledge transfer, and handover records are maintained and up to date.Support team onboarding and continuous service improvement initiatives.Requirements8+ Yrs of experience in IT Operations, including leadership experience in a managed services or outsourced environment.Proven experience leading infrastructure service delivery across multiple technology towers.Strong experience in SLA, KPI, and OLA governance and operational service reporting.Hands-on experience leading Major Incident Management (P1/P2).Strong cross-domain knowledge of enterprise infrastructure, including Data Center, Network & Security, Compute & Virtualization, Storage & Backup, Databases, and End-User Services.Experience in Disaster Recovery governance and operational readiness.Experience managing OEM and third-party vendors.Strong working knowledge of ServiceNow, ITSM tools, monitoring platforms, and vendor support portals.ITIL 4 Foundation – Required.PMP or PRINCE2 – Preferred.Experience developing ServiceNow dashboards and reports is preferred.Experience in large enterprise environments in Saudi Arabia is preferred.Fluent in Arabic and English, written and spoken.