IT Operations Manager (Saudi National)

About the Company

HungerStation is part of Delivery Hero Group, a global local-delivery leader focused on making delivery quick, simple, and convenient. Delivery Hero operates in about 65 countries, is headquartered in Berlin, Germany, and has been listed on the Frankfurt Stock Exchange since 2017 as part of the MDAX index.

Role Overview

This position is responsible for leading IT infrastructure, service management, and daily operations across offices, dark stores, and cloud kitchens. The role also involves guiding a team to keep support services, infrastructure, security, access control, and call center systems running smoothly.

Infrastructure and IT Operations

• Direct the planning, rollout, and ongoing upkeep of IT infrastructure such as servers, networks, storage, and data centers while maintaining strong availability and performance.
• Ensure dependable IT support across cloud kitchens, dark stores, and corporate offices, reducing interruptions and supporting efficient operations.
• Put in place and maintain backup, disaster recovery, and business continuity measures.
• Identify and execute improvements that make IT resources more scalable, performant, and cost-efficient.

Helpdesk and Support

• Run the IT helpdesk function to ensure internal users receive timely and effective assistance and that incidents and service requests are resolved efficiently.
• Apply ITIL-oriented practices to improve support workflows and strengthen the internal service experience.
• Create and maintain SLAs and monitor service performance against agreed metrics.

Security and Access Management

• Shape and oversee the IT security approach across all sites to protect systems and data.
• Implement security policies, access controls, and related procedures in line with applicable standards and regulations.
• Work with security stakeholders to monitor threats, handle vulnerabilities, and ensure incident response readiness.

Call Center Solutions

• Lead the deployment and support of call center technology and ensure it works smoothly with broader business operations.
• Partner with operations and customer service teams to enhance call center tools, improve user experience, and raise efficiency.

Strategy, Governance, and Resilience

• Support the division’s ABCs and OKRs and align plans with other functions and leaders.
• Make decisions that guide the division’s strategic and operational direction.
• Build plans for the relevant teams and contribute to the division’s goals and objectives.
• Delegate responsibilities to future leaders and help build succession readiness over time.
• Track OKRs and key metrics, taking corrective action when needed.
• Work in line with relevant policies, procedures, and controls to ensure consistent execution.
• Look for process improvements that strengthen effectiveness and operational resilience.
• Promote a high-performance culture aligned with HS values.

People Management

• Set goals for direct reports, provide support, review performance, and give regular feedback.
• Take part in identifying and hiring key talent for the function.
• Provide direction, prioritize work, assign tasks, and monitor delivery.
• Encourage team participation in improvement, innovation, and knowledge-sharing efforts.

Budget Ownership

• Own the budgeting cycle and contribute to planning activities.
• Use the function’s budget effectively and report accurately on progress and challenges.
• Explore and recommend initiatives that create positive financial outcomes for HS.
• Manage reporting departments within budget while highlighting progress and any issues encountered.
• Develop approaches that improve financial performance and reduce operational and financial risk.

Qualifications

• 8 to 10 years of IT operations experience, including 3 to 5 years in a leadership role managing varied teams.
• Experience running IT operations across multiple sites such as dark stores, cloud kitchens, or retail settings.
• Solid knowledge of infrastructure, networking, security, and helpdesk operations.
• Working knowledge of ITIL and service management practices.
• Experience with call center solutions and cloud infrastructure is an advantage.
• Strong leadership, communication, and problem-solving abilities.
• Good organizational and project management skills with a strong focus on operational excellence.
• Bachelor’s degree in Information Technology or Computer Science; a master’s degree in a related field is preferred.

Additional Information

• Relocation support is available globally for permanent employees.
• Employees can connect with more than 2,000 colleagues through guilds and the global tech and product community.
• A personal learning budget is provided for conferences and external training.
• Access to an e-learning platform and internal training programs is included.
• Other benefits and opportunities may also be available.