Manager, Digital Operations Centre

About the role

The Manager of the Group Digital Operations Centre will lead a 24x7 team responsible for monitoring digital services across network, infrastructure and applications. The role ensures incidents are managed efficiently, service management practices are applied, and continuous improvement is driven across ADNOC and its group companies.

Key responsibilities

• Plan, organise and manage staff schedules, shifts and vacations to guarantee continuous monitoring.
• Analyse and prioritise service interruptions, provide technical guidance and conduct root‑cause analysis.
• Develop, maintain and enforce process documentation for Change, Event and Incident Management.
• Create and update standard operating procedures and best‑practice guidelines.
• Assess team capabilities, organise cross‑functional training and implement backup plans.
• Coach, mentor and provide performance feedback to team members.
• Act as the primary contact for Change, Event and Incident Management with other ITIL practice teams.
• Monitor effectiveness of service‑management practices and recommend improvements.
• Produce daily dashboards of SLAs and KPIs, ensuring targets are met.
• Identify digital service issues, engage support teams and recommend monitoring baseline updates.

Required profile

• Proven experience leading digital operations or service‑management teams in a 24x7 environment.
• Strong knowledge of ITIL processes, especially Change, Incident and Event Management.
• Ability to analyse service disruptions, perform root‑cause analysis and communicate with stakeholders.
• Experience developing SOPs, process documentation and performance dashboards.
• Demonstrated coaching and mentoring skills for technical staff.

Required skills

• ITIL framework
• Change Management
• Incident Management
• Event Management
• Service Monitoring
• Dashboard creation (KPIs/SLAs)

What we offer

• Opportunity to lead a critical digital operations function within a large energy group.
• Exposure to cutting‑edge monitoring tools and enterprise‑wide service‑management practices.
• Professional development and cross‑functional training programmes.