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Operations Manager
Estarta Solutions
, UAE
Contract
Manager
Onsite
IT Service ManagementITILServiceNowManageEngineBMC RemedyJira Service Management
Free
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About the Role
Estarta Solutions is seeking an experienced Operations Manager for a 6-month project-based contract in Dubai. The role involves overseeing operational service models, service governance, and continuous improvement, with a focus on IT operations.
Key Skills for This Role
IT Service ManagementITILServiceNowManageEngineBMC RemedyJira Service Management
Responsibilities
- Lead and oversee service management processes across the operational environment
- Conduct Service Review meetings with customer stakeholders and present key operational metrics
- Analyze and report on historical, trending, and operational performance data
- Monitor service delivery performance and ensure compliance with operational standards
- Manage escalations and drive timely resolution of critical operational issues
- Identify opportunities to improve service quality, operational efficiency, and customer satisfaction
- Coordinate with support teams, DevOps teams, vendors, and service providers
- Provide leadership, guidance, and resource coordination across operational support teams
- Ensure effective allocation and utilization of operational resources
Requirements
- Bachelor's or Master's degree in IT, Computer Science, or related field
- Minimum 8 years of experience in IT Operations, Service Delivery, or Operations Management
- Experience leading and managing teams of 10+ resources
- ITIL Expert Certification (mandatory)
- ITIL Service Operations Certification (mandatory)
- Strong understanding of ITSM processes
- Hands on experience with ITSM platforms such as ServiceNow, ManageEngine, BMC Remedy, or Jira Service Management
- Professional proficiency in both Arabic and English
Full Job Posting
Job Overview
- Operations Manager (Post Implementation Services)
- Location: Dubai/United Arab Emirates (On site)
- Contract Duration: 6 Month Project Based Contract
Key Responsibilities
- Lead and oversee service management processes across the operational environment.
- Conduct Service Review meetings with customer stakeholders and present key operational metrics.
- Analyze and report on historical, trending, and operational performance data.
- Monitor service delivery performance and ensure compliance with operational standards.
- Manage escalations and drive timely resolution of critical operational issues.
- Identify opportunities to improve service quality, operational efficiency, and customer satisfaction.
- Coordinate with support teams, DevOps teams, vendors, and service providers.
- Provide leadership, guidance, and resource coordination across operational support teams.
- Ensure effective allocation and utilization of operational resources.
Required Qualifications
- Bachelor's or Master's degree in Information Technology, Computer Science, or a related field.
- Minimum 8 years of experience in IT Operations, Service Delivery, or Operations Management roles.
- Experience leading and managing teams of 10+ resources within enterprise environments.
- ITIL Expert Certification (mandatory).
- ITIL Service Operations Certification (mandatory).
- Strong understanding of IT Service Management (ITSM) processes.
- Hands on experience with ITSM platforms such as ServiceNow, ManageEngine, BMC Remedy, Jira Service Management, or similar tools.
- Knowledge of DevOps practices, operational collaboration models, and continuous service improvement methodologies.
- Experience preparing and presenting operational reports, KPIs, SLA metrics, and service performance dashboards.
- Strong stakeholder management, communication, and escalation management skills.
- Professional proficiency in both Arabic and English.
Preferred Skills
- Service governance and operational oversight.
- Performance monitoring and trend analysis.
- Customer facing service review and reporting experience.
- Strong analytical, organizational, and decision making capabilities.
- Experience working in high pressure operational environments.
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