Service Operations Manager
Majid Al Futtaim is hiring a Service Operations Manager in Cairo, Egypt. Level rates it ; you can apply on Majid Al Futtaim.
Level's read on this job
- Level rates this role Little AI ●○○○: aI is not part of the work.
- Tools and skills the posting cites include Itil, incident management and problem management.
- Level classifies it as a senior role.
- Level lists 248 other open roles at Majid Al Futtaim.
AI in this role
Manage daily IT service operations, major incidents, and problem management across enterprise infrastructure and applications.
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.
How we rate this
Service Operations Manager at Majid Al Futtaim rates 0 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.
Little AI. AI is not part of the work.
- ●●●● Builds AI80 to 100
- ●●●○ Works on AI60 to 79
- ●●○○ Uses AI40 to 59
- ●○○○ Little AI0 to 39
Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.
Prepare for this job
Built from this posting and from similar jobs on Level.
Skills and AI tools this role asks for
Questions you could be asked
- Tell me about a project where incident management was part of your work. What did you do?
- Tell me about a project where problem management was part of your work. What did you do?
- Tell me about a project where service operations was part of your work. What did you do?
- Tell me about a project where it service management was part of your work. What did you do?
- Tell me about a project where team leadership was part of your work. What did you do?
Adapt your resume
- List these exact terms on your resume: Incident Management, Problem Management, Service Operations, It Service Management, and Team Leadership. An applicant tracking system matches the wording, not the idea.
- Attach one line of real, concrete experience to at least one of them. A tool named with nothing behind it rarely survives a human read.
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