Regional Service Operations Manager

7 days ago

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

Job Title: Regional Service Operations Leader

We 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 with real impact.

Key Responsibilities:

  • 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.

About the Role:

Oversight of 24/7 operations, leading Shift Engineers, Analysts, and Incident Coordinators to deliver fast, effective service support. Monitor system health in real time, manage alarms and performance dashboards, and ensure incidents are triaged, escalated, and resolved to agreed SLAs.

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, keep the team running smoothly and services performing at their best.

Requirements:

  • A degree in Computer Science, Engineering, or related field.
  • Proven experience in managing service operations teams.
  • Strong understanding of ITIL principles and practices.
  • Excellent communication and leadership skills.
  • Able to work effectively in a fast-paced environment.

Benefits:

This is a fantastic opportunity to join a leading tech company and take your career to the next level. You will have the chance to work with a talented team, develop your skills, and make a real impact on our business.

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