# Service Operations Manager at Majid Al Futtaim

Majid Al Futtaim is hiring a Service Operations Manager in Cairo, Egypt. Level rates it Little AI ●○○○; you can [apply on Level](https://jobsbylevel.com/go/e773a044-d6e1-4c68-861f-e12ce0540b00?utm_medium=ai-agent).

AI Level 1, AI centrality 39 out of 100. Cairo.

## Details

- Company: [Majid Al Futtaim](https://jobsbylevel.com/companies/majid-al-futtaim)
- AI level: AI Level 1 (score 39 out of 100)
- Location: Cairo
- Posted: October 12, 2026
- Apply: https://jobsbylevel.com/go/e773a044-d6e1-4c68-861f-e12ce0540b00?utm_medium=ai-agent

## Description

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.

Source: https://jobsbylevel.com/jobs/service-operations-manager-at-majid-al-futtaim-81055b

## Cite this page

Level. https://jobsbylevel.com/jobs/service-operations-manager-at-majid-al-futtaim-81055b.

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