Infrastructure Service Delivery & Operations Lead

About the role

The Infrastructure Service Delivery & Operations Lead is responsible for end‑to‑end delivery and performance of all infrastructure services across multiple technology towers. This senior position oversees SLA governance, major incident handling, disaster‑recovery readiness, and vendor management while driving continuous improvement.

Key responsibilities

• Lead end‑to‑end infrastructure service delivery and operational performance across all towers (L1/L2/L3).
• Govern SLAs, KPIs, and OLAs; track performance via ServiceNow dashboards and monthly reports.
• Own Major Incident Management (P1/P2), coordinating technical teams, vendors, stakeholders and post‑incident RCA.
• Coordinate daily operations between Service Desk, EOC, and L3 teams for efficient ticket escalation and resolution.
• Manage Disaster Recovery readiness, testing, evidence collection, remediation and follow‑up.
• Oversee OEM and third‑party vendor contracts, escalations and support cases.
• Lead operational governance meetings, escalation management and service reviews with client technology leadership.
• Ensure Change, Problem and Capacity Management processes are executed effectively.
• Maintain up‑to‑date operational documentation, runbooks, knowledge transfer and handover records.

Required profile

• 8+ years of experience in IT Operations, including leadership in a managed services or outsourced environment.
• Proven experience delivering infrastructure services across multiple technology domains.
• Strong background in SLA, KPI and OLA governance and operational reporting.
• Hands‑on experience leading Major Incident Management (P1/P2).
• Experience governing Disaster Recovery readiness and vendor management.
• Fluent in Arabic and English, written and spoken.

Required skills

• ServiceNow and other ITSM tools.
• Monitoring platforms and vendor support portals.
• ITIL 4 Foundation certification (required).
• PMP or PRINCE2 certification (preferred).
• Knowledge of Data Center, Network & Security, Compute & Virtualization, Storage & Backup, Databases and End‑User Services.
• Disaster Recovery governance and operational readiness.