IT Operations Manager (Saudi National)

To lead HS IT infrastructure service management and operations across all our offices dark stores and cloud kitchens. The successful candidate will be responsible for overseeing a team

ensuring seamless operations in areas such as helpdesk support infrastructure management security access control and call center solutions.

Key Responsibilities

Infrastructure & IT Operations Management:

• Oversee the design deployment and management of IT infrastructure including servers networks storage systems and data centers ensuring high availability and performance.
• Manage and maintain infrastructure in cloud kitchens dark stores and corporate offices ensuring minimal downtime and operational efficiency.
• Ensure the implementation and maintenance of robust backup disaster recovery and business continuity plans.
• Lead initiatives to optimize IT resources ensuring scalability performance and cost-effectiveness.

Helpdesk and Support Services:

• Manage the IT Helpdesk function ensuring timely and effective support to internal users and driving resolution of incidents and service requests.
• Implement ITIL best practices to streamline support processes and improve the customer experience for internal teams.
• Develop and maintain Service Level Agreements (SLAs) and ensure adherence to performance metrics for helpdesk services.

Security and Access Management:

• Oversee the companys IT security strategy ensuring the protection of systems and data across all locations.
• Implement and manage security policies and protocols including access management and control to ensure compliance with industry regulations and standards.
• Collaborate with the security team to monitor threats manage vulnerabilities and ensure incident response procedures are in place.

Call Center Solutions:

• Oversee the implementation and management of call center solutions ensuring seamless integration with company operations.
• Collaborate with operations and customer service teams to improve call center technologies driving enhanced user experience and operational efficiency

Strategy & Planning

• Contribute to the development and execution of the Divisions ABCs and OKRs while ensuring alignment with other Functions & heads.
• Make critical decisions that support the Divisions strategic and tactical direction.
• Establish the plans for the respective functions/teams and provide inputs that support the Divisions goals and objectives.
• Distribute tactical responsibilities effectively to potential leaders in the Division to improve the succession readiness of the organization over time.
• Measure and track relevant OKRs and metrics to ensure the achievement of goals and take corrective actions when necessary.

Governance and Resilience

• Follow all relevant policies procedures and processes for the daily work to be carried out in a controlled and consistent manner.
• Contribute to the identification of opportunities for continuous improvement of processes and practices to enhance effectiveness.
• Uphold a high-performance working environment and promote HSs Values.

People Management

• Set performance objectives provide necessary support evaluate direct reports and provide regular feedback on performance.
• Participate in the identification and recruitment of key talents for the function.
• Provide clear direction prioritize tasks assign and delegate responsibility and monitor the workflow.
• Provide opportunities for team members to suggest participate in and contribute to improvement innovation and knowledge-sharing initiatives.

Budget Management

• Manage and own the budgeting cycle and provide input to the budgeting process.
• Ensure effective utilization of the functions budget and report accurately on progress and challenges.
• Investigate and propose implementing strategies that result in a positive financial impact for HS.
• Manage the reporting departments effectively within budget and report accurately on progress made and challenges encountered.
• Formulate strategies that result in a positive financial impact for HS and aim to mitigate financial and operational risks.

Qualifications :

• 8 - 10 years of experience in IT operations with at least 3-5 years in a leadership role managing diverse teams.
• Proven experience managing IT operations across multiple locations including dark stores
• cloud kitchens or retail environments.
• Strong understanding of IT infrastructure networks security and helpdesk management.
• Knowledge of ITIL framework and best practices for IT service management.
• Experience with call center solutions and cloud-based infrastructure is a plus.
• Excellent leadership communication and problem-solving skills.
• Strong organizational and project management abilities with a focus on operational excel
• Education and Certifications: Bachelors degree in Information Technology Computer Science. Masters degree in a relevant field is preferred

Additional Information :

• We offer relocation support globally to our permanent employees.
• Exchange ideas and meet 2000 colleagues from different teams within Delivery Hero in our active guilds and through our global tech and product community.
• Develop your skills with your personal educational budget for conferences and external training.
• Access our e-learning platform LinkedIn and participate in our various in-house training programs
• And much more

Remote Work :

No

Employment Type :

Full-time