Senior IT Operations Manager

To oversee IT operations, ensuring the effective and efficient management of IT services and support. This role involves leading the IT operations team, optimizing IT service delivery, and implementing best practices to maintain and improve IT infrastructure and support processes.

Requirements

Strategy

• Contribute to the development and implementation of the Infrastructure & Operation department’s strategy, ensuring that it is translated into annual business and operational plans for the section.
• Formulate and monitor the effective implementation of the section strategy and relevant tactics, in line with the department and division overall Badael strategy.

Budget and Financial Monitoring

• Provide inputs and support the preparation, consolidation and monitoring of the annual budget of the department in coordination with the Department Head and the finance team.

Common Accountabilities

• Supervise operational excellence improvement initiatives and motivate employees to constantly identify areas for improvement on systems, processes and practices taking into account international leading practices, in order to continuously enhance the organizational effectiveness and business performance.
• Drive the development and oversee the implementation of policies, systems, processes, procedures.

People Management

• Provide strategic direction to the direct reporting roles, guide, set priorities and objectives that will be cascaded to the lower levels, while managing their performance, and providing ongoing support and feedback, to ensure the achievement of the short- and long-term business goals.
• Coordinate the activities of the direct reporting roles to ensure that all operational plans are carried out efficiently, in line with the annual organizational targets, policies and procedures.
• Oversee the successful implementation of the talent management related activities (e.g. PMS, trainings, etc.), providing inputs to the Human Capital and relevant approvals as required (e.g. annual leaves, etc.).

IT Operations Management

• Oversee daily IT operations to ensure the seamless and efficient functioning of IT services, infrastructure, and support systems, including system updates, backups, and maintenance tasks completed as scheduled and without disruption.
• Manage the deployment, configuration, and ongoing maintenance of IT infrastructure and systems, including servers, networks, and data centers. Ensure that IT resources are utilized effectively to support business needs and operational objectives.
• Coordinate with other IT teams, including network, security, and support staff, to address operational issues and implement effective solutions.
• Ensure infrastructure resilience across data center and disaster recovery (DC/DR) sites, including failover readiness, redundant links and power/cooling paths, and validated recovery procedures aligned with defined RTO/RPO targets.

Infrastructure Security & Network Services

• Firewall (NGFW): Manage next-generation firewall platforms, including security policy lifecycle, high-availability (HA) configuration, rule-base optimization, firmware patching, and periodic policy reviews to maintain perimeter and segmentation controls in line with NCA ECC network-security requirements.
• Network Access Control (NAC): Manage the NAC platform governing device and user admission to the network, including 802.1X authentication, posture/compliance assessment, dynamic VLAN assignment, guest and BYOD onboarding, and profiling of managed and unmanaged (including IoT/OT) endpoints to enforce least-privilege network access.
• Proxy / Secure Web Gateway: Administer web proxy services, including URL filtering, SSL/TLS inspection, content control, and acceptable-use policy enforcement to ensure safe and compliant internet access.
• Multi-Factor Authentication (MFA): Oversee the MFA platform, including user enrollment, authentication policies, integration with identity providers (IdP) and directory services, and enforcement of strong authentication across critical systems consistent with NCA ECC/CSCC identity and access-management controls.
• Web Application Firewall (WAF): Manage WAF services protecting public- and internal-facing applications, including policy/signature tuning, mitigation of OWASP Top 10 threats, and coordination with application teams on false-positive handling.
• Load Balancing / Application Delivery (LTM): Administer application delivery and load-balancing services (e.g., F5 LTM), including virtual server configuration, health monitoring, SSL offloading, and traffic optimization to ensure application availability and performance.
• DNS / DDI: Manage enterprise DNS, DHCP, and IP address management (DDI/IPAM) services, including authoritative and recursive resolution, DNS security controls (e.g., DNSSEC, DNS filtering), and accurate address-space governance across sites.

Service and Incident Management

• Implement and manage IT service management processes, including the handling of service requests, incident management, and problem resolution.
• Lead incident response and resolution efforts by overseeing the identification, assessment, and resolution of IT disruptions or service outages.
• Continuously review and refine IT service management processes to enhance service delivery, increase customer satisfaction, and reduce incident recurrence. Implement best practices and process improvements based on feedback and performance data.

Performance and Process Improvement

• Monitor and analyze IT service performance metrics to identify areas for improvement and implement necessary enhancements. Utilize performance data to optimize IT operations, increase efficiency, and ensure that service levels meet or exceed established targets.
• Ensure that IT and OT operations adhere to applicable Saudi regulatory requirements, industry standards, and internal policies — including the National Cybersecurity Authority (NCA) frameworks (ECC, OTCC, and where applicable CSCC/CCC/DCC), Ministry of Interior (MOI) physical-security and surveillance regulations, and PDPL data-protection obligations — to maintain data security, privacy, and operational integrity.

Regulatory Compliance & Governance:

• Maintain continuous alignment with NCA cybersecurity controls across IT and OT environments, ensure physical security systems meet MOI licensing and technical requirements, and support audit readiness, evidence collection, and remediation of findings against these frameworks.
• Develop and execute plans to streamline workflows, reduce manual intervention, and enhance overall IT service delivery.

OT / Physical Security Systems Management

• Access Control: Oversee the operation and maintenance of physical access control systems (PACS), including credential/badge management, door controller and reader configuration, access-level policies, and integration with identity and HR systems, ensuring compliance with MOI physical-security and access-control requirements for regulated facilities.
• CCTV / Video Surveillance: Manage the video surveillance environment, including camera and NVR/VMS administration, recording and retention policies meeting MOI surveillance-camera regulations (including mandated coverage, image quality, and retention periods), storage capacity planning, and coordination with security operations for monitoring and incident review.
• OT/IT Convergence: Ensure OT and physical security systems are properly segmented, secured, and integrated with the enterprise network, applying appropriate access controls, patching, and monitoring in line with the NCA Operational Technology Cybersecurity Controls (OTCC).

Vendor and Budget Management

• Manage relationships with IT vendors and service providers, ensuring that service levels, contract terms, and performance expectations are met. Conduct regular reviews and evaluations of vendor performance to ensure alignment with organizational goals.
• Plan, manage, and oversee the IT operations budget, including forecasting, expense tracking, and cost control. Ensure that IT expenditures are within budgetary constraints and aligned with organizational financial goals.
• Prepare and present comprehensive reports on IT operations performance, including service levels, incident response, and budget utilization.

Employee Benefits
• Premium Medical Insurance.
• Education Allowance.
• Health and Wellness Allowance.
• Additional Employee Benefits and Perks.
Working Days & Hours
• Working Days: Sunday to Thursday.
• Working Hours: 48 hours per week.