Service Management Center Manager

2 weeks ago

Manama, Manama, Bahrain nineDots Full time
Overview

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.
  • 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.

Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Information Technology
Industries
  • Technology, Information and Media and IT Services and IT Consulting
#J-18808-Ljbffr

  • Manager - Medical center

    2 weeks ago

    Manama, Manama, Bahrain Positive Think Management & Consultancy Full time 80,000 - 120,000 per year

    Company DescriptionSince 2014, Positive Think Management & Consultancy has continued to grow and expand by providing results-oriented healthcare consulting services. We focus on meeting client expectations, promoting profitable business growth, and delivering improved outcomes. Our collaborative team approach tailors solutions to the unique needs of each...

  • Medical center

    2 weeks ago

    Manama, Manama, Bahrain Positive Think Management & Consultancy Full time 60,000 - 120,000 per year

    Company DescriptionPositive Think Management & Consultancy, established in 2014, continues to grow by focusing on providing results and targeted services that meet client expectations, promote profitable business growth, and deliver improved outcomes. Through a collaborative team process tailored to each client, healthcare and medical organizations can...

  • Admin - Medical center

    2 weeks ago

    Manama, Manama, Bahrain Positive Think Management & Consultancy Full time 6,000 - 12,000 per year

    Company DescriptionPositive Think Management & Consultancy, established in 2014, continues to grow by delivering targeted services that meet client expectations and foster business growth. Our healthcare consultants collaborate with clients to innovate, adapt, and implement changes to meet today's healthcare challenges and technological advances. We aim to...

  • Service Delivery Manager

    2 weeks ago

    Manama, Manama, Bahrain beBeeLeader Full time 5,000 - 6,000

    Service Management Center LeaderDeliver high-quality service support to customers by leading a team of skilled technical professionals in a fast-paced, mission-critical operations environment. As the Service Management Center Manager, you will oversee 24/7 operations and ensure that every incident is handled quickly, communicated clearly, and documented...

  • Receptionist (Healthcare Patient Services)

    2 weeks ago

    Manama, Manama, Bahrain Medstar Center Full time $40,000 - $60,000 per year

    Receptionist (Healthcare Patient Services)Duties and Responsibilities include but not limited to:Handles patient appointment (book, confirm, cancel & reschedule).Handles telephone inquiries.Sends call request through the system to be able to view by concerned doctors in order to provide immediate action.Print medical report for Patients.Manages cash float on...

  • Regional Service Operations Manager

    7 days ago

    Manama, Manama, Bahrain beBeeService Full time 992,000 - 1,222,000

    Job Title: Regional Service Operations LeaderWe are seeking an experienced leader to manage the front line of service operations for a market-leading tech provider in Bahrain.The successful candidate will lead a team monitoring and responding to incidents across networks, infrastructure platforms, and enterprise services. This is a hands-on leadership role...

  • Generation Z, Service Operation Center

    2 weeks ago

    Manama, Manama, Bahrain Zain Bahrain Full time

    ZAIN1706 - Generation Z, Service Operation Center (SOC) TraineeDivision: TechnologyLocation: [Insert Location]Closing Date: 01-Aug-2025About ZainZain is the pioneer of mobile telecommunications in the Middle East. We began life in 1983 in Kuwait as the region's first mobile operator, and since the initiation of our expansion strategy in 2003, we have...

  • Call Center Agent

    2 weeks ago

    Manama, Manama, Bahrain Air Arabia Full time

    Date: 18 Aug 2025Company: Air Arabia PJSC (G9)Location:Manama, AECountry: AEJob PurposeTo support the Contact Center section across the entire network by handling customers' inbound calls and providing information on the various products and services; processing flight and holidays reservations, modifications and cancellations; promoting other ancillaries...

  • Call Center Agent

    2 weeks ago

    Manama, Manama, Bahrain Air Arabia Full time $40,000 - $60,000 per year

    Date: 18 Aug 2025Company: Air Arabia PJSC (G9)Location:Manama, AECountry: AEJob PurposeTo support the Contact Center section across the entire network by handling customers' inbound calls and providing information on the various products and services; processing flight and holidays reservations, modifications and cancellations; promoting other ancillaries...

  • Service Assurance Specialist

    2 weeks ago

    Manama, Manama, Bahrain beBeeService Full time 90,000 - 120,000

    Service Management Center LeaderWe're seeking a seasoned Service Management Center (SMC) leader to oversee our 24/7 operations and lead a team of skilled technical professionals in delivering fast, reliable service support. As the SMC Manager, you'll play a critical role in ensuring the smooth operation of our services and infrastructure platforms.Your...