Service Management Center Manager

3 weeks ago

Manama, Manama, Bahrain RESO Full time

Join a market-leading tech provider in Bahrain, managing the front line of service operations. As Service Management Center (SMC) Manager, you'll lead a team monitoring and responding to incidents across networks, infrastructure platforms, and enterprise services, keeping business-critical systems up and running for customers.

This is a hands-on leadership role with real impact. You'll coordinate first-level monitoring and resolution, oversee escalations, and make sure every incident is handled quickly, communicated clearly, and documented accurately. Working closely with engineering, field operations, and vendors, you'll be the bridge between customers, technical teams, and senior management when it matters most.

The Role:

As SMC Manager, you'll oversee 24/7 operations, leading Shift Engineers, Analysts, and Incident Coordinators to deliver fast, effective service support. You'll monitor system health in real time, manage alarms and performance dashboards, and ensure incidents are triaged, escalated, and resolved to agreed SLAs.

You'll track and report on incident trends, drive process improvements, and embed best practice aligned with ITIL standards. From shift planning to root cause analysis and post-incident reviews, you'll keep the team running smoothly and services performing at their best.

What You'll Be Doing:


• Leading day-to-day operations of the Service Management Center, ensuring 24/7 coverage and smooth shift handovers.


• Monitoring infrastructure across voice, data, internet, and enterprise platforms.


• Managing incident response from detection to resolution including RCA, stakeholder updates, and post-incident reports.


• Acting as the escalation point for high-priority or unresolved issues, coordinating with engineering, field teams, and vendors.


• Maintaining accurate incident logs, metrics, and performance reports.


• Supporting change management by reviewing planned changes and assessing risk.


• Coaching and mentoring the SMC team, ensuring up-to-date knowledge of tools, processes, and emerging tech.


• Driving continuous improvement in monitoring, escalation, and resolution processes.

What You'll Need to Succeed:


• 7+ years in Network Operations or Service Management, with at least 2 years in a supervisory role.


• Strong incident handling, escalation management, and SLA tracking skills.


• Hands-on experience with enterprise-grade monitoring tools (e.g., SolarWinds, Zabbix, Nagios, PRTG).


• Background in tech operations, ISP, or managed services.


• ITIL Foundation (mandatory); ITIL Intermediate/Expert a plus.


• Relevant technical certifications (e.g., CCNA/CCNP, Juniper, CompTIA Network+).


• Excellent communication and leadership skills, with the ability to work under pressure.


• Bilingual (Arabic & English) preferred, but strong non-Arabic speakers will also be considered.

What's in It for You:


• Key leadership role in a mission-critical operations team.


• Competitive salary + annual bonus (based on performance).


• Opportunity to work at the center of enterprise tech service delivery.


• Lead and develop a skilled technical team in a collaborative environment.


• Influence processes and service assurance strategies at scale.

Next Steps:

If you thrive in high-stakes service environments and know how to lead a team to deliver fast, reliable support, we'd love to hear from you. Send your CV or get in touch in confidence to learn more.

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