Operations Manager

OmniOps is a Riyadh-based technology solutions provider, serving organizations across Saudi Arabia and beyond. With offices in Jordan, Egypt, and Morocco, we specialize in empowering businesses to migrate and scale their AI technology infrastructure confidently, achieving a high level of maturity in their digital landscapes. Our comprehensive services and products guarantee seamless cloud migration, scalability, and management, ensuring optimal performance and consistent reliability for our valued partners.Role DescriptionOmniOps is looking for an experienced Operations Manager to own the day-to-day delivery of a multi-tower managed-services engagement. Based onsite in Jeddah, you’ll be the operational engine of the account, turning service commitments into disciplined daily execution across cloud, infrastructure, network, database, backup and virtualization towers. You’ll lead a blended onsite and offshore team, own ticket quality and shift coverage, and act as the primary operational point of contact for the client. This is a senior, client-facing role reporting to the Delivery Manager.Key ResponsibilitiesOwn the daily operational rhythm across all service towers, ensuring services are delivered to agreed SLAs and KPIs.Run the daily operations review and 24×7 shift handover, tracking P1/P2 incidents, risks, backup failures, alerts, changes, patch status and aged tickets.Ensure incidents, service requests and changes are actioned, progressed and closed within target, escalating where needed.Own ticket quality, including accurate categorization, prioritization, documentation and timely updates in the ITSM platform.Enforce incident, problem and change management processes, including adherence to the escalation hierarchy (L1/L2/L3 and management).Monitor queues and backlog, driving aged and breaching tickets to resolution.Own the roster and shift coverage, including the 24×7 NOC rotation and tower on-call schedules, ensuring no gaps.Manage leave, backfill, attrition and shift changes so coverage and SLAs are maintained without degradation.Coordinate onsite and offshore resources across multiple delivery centers to ensure balanced, effective task execution.Assign and track operational tasks across tower teams, ensuring the right resource with the right skill is engaged.Coordinate maintenance windows, standard and normal changes, and patch cycles in line with the change calendar and CAB.Ensure operational documentation (runbooks, SOPs, CMDB, configurations) is kept current and validated.Act as the operational coordinator during major incidents, mobilizing resources, coordinating the major-incident bridge and keeping the client informed.Serve as an escalation point above the shift lead and below the Delivery Manager, ensuring timely engagement of specialists and vendors.Ensure accurate SLA/KPI evidence and timely operational reporting.Contribute to weekly and monthly service reviews, and support Service Improvement Plans (SIPs) and continuous-improvement actions.Monitor resource adequacy (ticket volume, backlog, major incidents, patch workload, after-hours calls, SLA trends) and flag risks early.Act as the primary onsite operational contact for the client, building trust through responsiveness, transparency and delivery.Ensure operational alignment with client priorities, approvals and governance.QualificationsBachelor's degree in Information Technology, Computer Science, Engineering, or a related field.7+ years of experience in IT operations, managed services, infrastructure operations, or service delivery.Proven experience managing multi-tower IT environments, preferably covering cloud, infrastructure, network, database, backup, and virtualization.Strong knowledge of ITSM and ITIL practices, including Incident, Problem, Change, and Service Level Management.Experience managing 24×7 operations, shift rosters, and blended onsite/offshore teams.Demonstrated experience managing SLA and KPI performance in an enterprise environment.Strong incident management, escalation, coordination, and prioritization skills.Excellent communication and stakeholder management skills, with the ability to work effectively with both technical teams and senior client stakeholders.Ability to work under pressure and coordinate multiple teams during major incidents and critical operational situations.Preferred QualificationsITIL v4 Foundation or higher certification.PMP, Service Management, or other relevant project/service management certification.Experience working in large enterprise, regulated, or mission-critical environments.Experience managing hybrid on-premises and cloud environments.Familiarity with Google Cloud Platform (GCP) and enterprise cloud technologies.Experience with ITSM platforms and service management tools.Previous experience managing vendor relationships and third-party service providers.Fluency in both Arabic and English.Experience working in Saudi Arabia or the GCC is an advantage.