# Infrastructure Service Delivery & Operations Lead — MIS - Al Moammar Information Systems Co.

Canonical: https://jobxdubai.com/jobs/li-4471309034-infrastructure-service-delivery-operations-lead
Location: Riyadh, Saudi Arabia
Type: full_time · Level: senior
Monthly salary: AED 34,300 to 53,900 per month (estimated, not employer-stated) (UAE salaries are tax-free)
Posted: 2026-09-27
Apply: https://www.linkedin.com/jobs/view/infrastructure-service-delivery-operations-lead-at-mis-al-moammar-information-systems-co-4471309034?_l=en

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## Description

Responsibilities

• Lead 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.

Requirements

• 8+ 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.

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## Requirements

8+ 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.

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