Service Support Lead

Service Support Lead Job Purpose: Lead the Service Support function to ensure effective incident management, service request fulfillment, customer communication, SLA compliance, and operational excellence across Data Center, Connectivity, Subsea, and Managed Services environments. Minimum Experience: 8+ years Location: Riyadh, Saudi Arabia Key Responsibilities: • Lead 24x7 Service Support operations and support teams. • Manage incident, request, escalation, and complaint handling processes. • Ensure SLA/KPI achievement and customer satisfaction. • Act as the primary escalation point for service-related issues. • Coordinate with NOC, Data Center, Subsea, and Engineering teams for timely resolution. • Drive major incident communications and stakeholder management. • Conduct governance reviews, service reporting, and continuous improvement initiatives. • Support onboarding, knowledge management, and team development activities. • Ensure adherence to ITIL processes and operational best practices. Key Skills: • Service Delivery & Service Assurance • Knowledge of Connectivity, Subsea, and Managed Services environments • Incident, Problem & Change Management • Customer Escalation Management • SLA/KPI Governance • Stakeholder Management • Team Leadership • ITIL Framework • Data Center & Network Operations • CCNA, IP/Networking knowledge • Preferably worked for Middle East Service providers • Good Communication skills in English, Arabic specking is added advantage Success Metrics: • SLA Compliance • Customer Satisfaction • MTTR Improvement • Escalation Reduction • Service Quality Improvements • Team Performance & Operational Stability Show more Show less