{"id":1859582,"url":"https://alion.io/job/azm-operation-manager","title":"Operation Manager","company":{"id":3894442,"name":"AZM","domain":"azm.com","url":"https://alion.io/company/azm-2","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Recruitee","truth_index":{"grade":"B","score":75,"open_postings":8,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-10T05:45:15Z"}},"role":"Management","role_family":"Management","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Riyadh, Saudi Arabia"],"countries":["SA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":29000,"max_usd":66000,"period":"year","method":"role_country_seniority_unknown","sample_n":8},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Grafana","optional":false},{"name":"Metabase","optional":false},{"name":"ServiceNow","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-07-27T11:40:51Z","employer_posted_date":"2026-07-27","last_verified_at":"2026-10-11T02:24:45Z","board_verified":true,"closed_at":null,"days_open":75,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":75},"description":"The Operations Manager owns the day-to-day performance of the beneficiary service operation - ensuring requests are handled quickly, tickets are closed within SLA, and issues are correctly classified and routed. The role is accountable for the quality and consistency of the team's operational output, for developing junior team members and interns, and for coordinating with the development team and other departments to resolve escalated and technical issues end-to-end.\nRequirements\nKey Responsibilities\nOwn overall performance against beneficiary service standards: response speed, SLA closure rate, and accuracy of request classification and prioritization.\n\nSupervise and quality-check the classification and handling of incoming beneficiary tickets, ensuring consistent application of team criteria.\n\nReview recurring ticket patterns and act on team recommendations to improve classification criteria and operational processes.\n\nOversee the production of periodic operational reports on SLA performance and ticket trends, and present them in relevant meetings.\n\nMaintain and approve the team's core operational documents, including the SLA definitions, the escalation matrix, and standard operating procedures.\n\nCoordinate with the development team on technical and integration issues affecting beneficiaries, ensuring follow-through to resolution.\n\nRepresent the Operations team in cross-functional and external meetings, and manage relationships with other departments involved in escalations.\n\nDevelop team members and interns, including acting as or assigning a training partner for AZEM placements, with regular supervision and feedback.\n\nIdentify opportunities for continuous improvement and automation in ticket handling and reporting workflows.\n\nRequired Qualifications & Experience\nBachelor's degree in Business Administration, Operations Management, Information Systems, or a related field.\n\nPrior experience in an operations, service delivery, or customer support management role.\n\nExperience supervising a team and reviewing the quality of others' work.\n\nWorking proficiency in both Arabic and English.\n\nTools & Systems\nServiceNow (ticket 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