Service Operations Manager

JOB TITLE
Service Operations Manager | MAF Global Solutions | Global Solutions

ROLE SUMMARY
The Service Operations, Major Incident & Problem Management Manager is accountable for the stable, reliable and effective day-to-day operation of IT services across infrastructure, cloud, applications and end-user environments. The role manages operational coordination, monitoring and event management, incident and major incident response, service request fulfilment, problem management and critical service escalations.

ROLE PROFILE

- Manage daily IT service operations across infrastructure, cloud, applications, platforms, and end-user services, ensuring service stability and compliance with agreed service levels.
- Oversee monitoring and event management, ensuring effective alert prioritisation, proactive issue detection, and timely resolution of operational risks.
- Lead Incident and Major Incident Management, coordinating technical teams, managing escalations, and ensuring timely stakeholder communications and service recovery.
- Drive Problem Management and Root Cause Analysis, identifying recurring incidents, implementing corrective and preventive actions, and reducing repeat service failures.
- Act as the operational escalation point for critical service issues, ensuring clear ownership, effective stakeholder management, and resolution within agreed timelines.
- Coordinate internal teams, managed service providers, and third-party vendors to ensure service delivery, operational performance, and accountability.
- Ensure operational governance, risk management, and change readiness through effective procedures, controls, documentation, and service transition assessments.
- Develop operational performance reports and lead continual improvement initiatives to enhance service reliability, reduce downtime, optimise processes, and improve customer experience.

REQUIREMENTS

- Bachelor’s degree in Information Technology, Business Administration, Engineering, Operations Management, or a related field; a Master’s degree is preferred.
- Minimum 5 years of experience in IT Service Operations, Service Delivery, or IT Service Management, with significant exposure to Incident, Major Incident, and Problem Management.
- At least 2 years of experience in team leadership, operational coordination, or management within a large-scale enterprise environment.
- Strong knowledge of ITIL practices, including Incident Management, Problem Management, Monitoring and Event Management, Change Enablement, and Continual Improvement. ITIL 4 Foundation certification is required.
- Hands-on experience with ITSM platforms such as ServiceNow, Remedy, or Freshservice, monitoring and observability tools, operational dashboards, and hybrid IT environments.
- Proven expertise in major incident coordination, root cause analysis, stakeholder communication.

WHAT WE OFFER

- At Majid Al Futtaim, we’re on a mission to create great moments, to spread happiness, to build, experiences that stay in our memories for a lifetime. We’re proud to say that over the past 27 years, we have built a reputation as a regional market leader in what we do. Join us!
- Work in a friendly environment, where everyone shares positive vibes and excited about our future.
- Work with over 45,000 diverse and talented colleagues, all guided by our Leadership Model.