مدير العملياتOperation Manager

Saudi AZM - Operation Manager The Operations Manager owns the day-to-day performance of the beneficiary service operation — ensuring requests are handled quickly, tickets are closed within SLA, and issues are correctly classified and routed. The role is accountable for the quality and consistency of the team's operational output, for developing junior team members and interns, and for coordinating with the development team and other departments to resolve escalated and technical issues end-to-end.  ","descriptionHtml":" The Operations Manager owns the day-to-day performance of the beneficiary service operation — ensuring requests are handled quickly, tickets are closed within SLA, and issues are correctly classified and routed. The role is accountable for the quality and consistency of the team's operational output, for developing junior team members and interns, and for coordinating with the development team and other departments to resolve escalated and technical issues end-to-end.  ","highlightHtml":null,"locationsQuestion":"What is your preferred work location?","requirements":" Key Responsibilities   Own overall performance against beneficiary service standards: response speed, SLA closure rate, and accuracy of request classification and prioritization. Supervise and quality-check the classification and handling of incoming beneficiary tickets, ensuring consistent application of team criteria. Review recurring ticket patterns and act on team recommendations to improve classification criteria and operational processes. Oversee the production of periodic operational reports on SLA performance and ticket trends, and present them in relevant meetings. Maintain and approve the team's core operational documents, including the SLA definitions, the escalation matrix, and standard operating procedures. Coordinate with the development team on technical and integration issues affecting beneficiaries, ensuring follow-through to resolution. Represent the Operations team in cross-functional and external meetings, and manage relationships with other departments involved in escalations. Develop team members and interns, including acting as or assigning a training partner for AZEM placements, with regular supervision and feedback. Identify opportunities for continuous improvement and automation in ticket handling and reporting workflows. Required Qualifications & Experience   Bachelor's degree in Business Administration, Operations Management, Information Systems, or a related field. Prior experience in an operations, service delivery, or customer support management role. Experience supervising a team and reviewing the quality of others' work. Working proficiency in both Arabic and English. Tools & Systems   ServiceNow (ticket management) Excel (reporting and analysis) Familiarity with technical support tooling used by the team (e.g., JIRA, Grafana, Metabase) sufficient to review reports and dashboards produced by the team. ","requirementsHtml":" Key Responsibilities   Own overall performance against beneficiary service standards: response speed, SLA closure rate, and accuracy of request classification and prioritization. Supervise and quality-check the classification and handling of incoming beneficiary tickets, ensuring consistent application of team criteria. Review recurring ticket patterns and act on team recommendations to improve classification criteria and operational processes. Oversee the production of periodic operational reports on SLA performance and ticket trends, and present them in relevant meetings. Maintain and approve the team's core operational documents, including the SLA definitions, the escalation matrix, and standard operating procedures. Coordinate with the development team on technical and integration issues affecting beneficiaries, ensuring follow-through to resolution. Represent the Operations team in cross-functional and external meetings, and manage relationships with other departments involved in escalations. Develop team members and interns, including acting as or assigning a training partner for AZEM placements, with regular supervision and feedback. Identify opportunities for continuous improvement and automation in ticket handling and reporting workflows. Required Qualifications & Experience   Bachelor's degree in Business Administration, Operations Management, Information Systems, or a related field. Prior experience in an operations, service delivery, or customer support management role. Experience supervising a team and reviewing the quality of others' work. Working proficiency in both Arabic and English. Tools & Systems   ServiceNow (ticket management) Excel (reporting and analysis) Familiarity with technical support tooling used by the team (e.g., JIRA, Grafana, Metabase) sufficient to review reports and dashboards produced by the team. ","sharingDescription":"The Operations Manager owns the day-to-day performance of the beneficiary service operation — ensuring requests are handled quickly, tickets are closed within SLA, and issues are correctly classified ","sharingImage":null,"sharingImageHeight":null,"sharingImageWidth":null,"sharingTitle":"Operation Manager","state":"Riyadh Province","title":"Operation Manager"}},"onSite":true,"hybrid":false,"offerDetailsPageId":348300,"fields":{"coverLetter":"optional","cv":"required","phone":"required","photo":"off","salutation":"off","title":"off"}},"offerLetter":null,"offers":[{"langCodes":["en"],"maxHoursPerWeek":null,"category":"consulting","departmentId":484879,"position":162,"city":"Riyadh","locationIds":[188068],"guid":"dk8vf","street":null,"externalId":2690613,"locationsQuestionRequired":true,"remote":false,"coverImage":null,"jobFields":[],"indeedPosting":{"externalId":8453435,"guid":"b1t9ctmh"},"experience":"experienced","minHoursPerWeek":null,"status":"published","id":1970261,"countryCode":"SA","employmentType":"fulltime_permanent","education":"bachelor_degree","tags":[],"salary":{"currency":null,"max":null,"min":null,"period":null},"locationsQuestionType":"multiple_choice","wysiwygEditor":"prosemirror","eeoEnabled":false,"options":{"isApplyWithIndeedOn":true,"isApplyWithLinkedInOn":true,"isApplyWithWhatsAppOn":false,"isApplyWithXingOn":true,"isLocationOnOfferPageOn":true,"isLocationsQuestionOn":false,"isSocialMediaShareOn":true},"primaryLangCode":"en","slug":"business-analysis-lead","translations":{"en":{"country":"Saudi Arabia","descriptionHtml":" We are seeking an experienced Business Analysis Lead to drive business transformation initiatives by analyzing business needs, leading requirements gathering, and delivering innovative solutions. The ideal candidate will lead a team of business analysts, collaborate with cross-functional stakeholders, and ensure business objectives are translated into effective technology and process improvements. ","highlightHtml":null,"locationsQuestion":"What is your preferred work location?","requirementsHtml":" Responsibilities Lead and mentor the business analysis team across multiple projects and initiatives. Engage with business stakeholders to understand strategic objectives and gather business requirements. Analyze business processes and identify opportunities for optimization and digital transformation. Define, document, and validate business, functional, and non-functional requirements. Facilitate workshops, meetings, and requirement elicitation sessions with stakeholders. Collaborate with project managers, product owners, developers, and QA teams throughout the project lifecycle. Ensure solutions align with business goals, compliance requirements, and industry best practices. Review and approve business analysis deliverables, including process maps, user stories, and functional specifications. Support user acceptance testing (UAT) and ensure successful solution implementation. Monitor project progress, manage requirement changes, and mitigate business-related risks. Qualifications Bachelor's degree in Business Administ