Solutions Operation Section Head

Role overview

JABEEN’s subsidiary, RQEEM Company, is looking for a Solutions Operation Section Head based in Jubail, Eastern Province, Saudi Arabia. The role focuses on steering smart city solutions through planning, rollout, steady-state operations, and ongoing enhancement.

Key responsibilities

• Oversee smart city solution activities from early planning through implementation, operations, and continual optimization.
• Help shape integrated offerings across connectivity, IoT, cloud, data platforms, decision-support tools, enterprise systems, and collaboration services.
• Partner with delivery, infrastructure, cybersecurity, and application teams to make sure solutions are implemented successfully.
• Confirm that smart city solutions remain scalable, secure, dependable, and tailored to client expectations.
• Convert business and client needs into operational and technical solution specifications.
• Contribute to the assessment of smart city technologies, platforms, vendors, and service delivery models.
• Take ownership of post-launch operations and managed services for smart city environments.
• Maintain high availability, stable service continuity, and effective performance tracking.
• Run service reviews, operational follow-ups, and routine performance discussions.
• Track infrastructure, applications, platforms, and service-level performance.
• Ensure an orderly handoff from project delivery into operational support.
• Work with delivery teams to clear technical and operational issues.
• Set, roll out, and monitor SLAs and operational KPIs.
• Follow solution performance, uptime, incident patterns, and customer satisfaction measures.
• Create dashboards and service reports to improve management visibility and support decisions.
• Spot operational weaknesses, risks, and opportunities for improvement.
• Ensure compliance with internal governance standards, cybersecurity controls, and client commitments.
• Lead improvement initiatives across smart city services and managed operations.
• Serve as a primary point of contact for clients and internal stakeholders on solution performance and service matters.
• Handle client escalations, major incidents, and service recovery coordination.
• Collaborate with account managers and business teams to strengthen client satisfaction and grow services.
• Gather and assess client feedback to improve solution quality and service experience.
• Support client meetings, solution presentations, and post-delivery improvement planning.
• Develop strong working relationships with business, technical, and operational stakeholders.
• Plan resources across smart city solution areas and operational services.
• Coordinate with internal teams, partners, and vendors to keep service delivery effective.
• Review vendor performance and ensure compliance with scope, SLAs, and delivery commitments.
• Assist with capacity planning, workforce planning, and service readiness efforts.
• Maintain accurate documentation, knowledge transfer, and operational handover records for deployed solutions.

Qualifications

• A bachelor’s degree in Telecom, Information Technology, Electrical Engineering, Computer Science, Systems Engineering, or a related discipline is required.
• Preferred professional certifications include ITIL or another service management credential, PMP or another project management certification, and credentials in Cloud, IoT, Cybersecurity, Smart City, Enterprise Architecture, or Digital Transformation.
• At least 7 years of experience in ICT, smart city solutions, managed services, telecom, infrastructure, or digital transformation is required.
• Experience managing smart city platforms, ICT solutions, service operations, or critical digital infrastructure is expected.
• Hands-on background in connectivity, IoT, cloud services, enterprise applications, command-and-control systems, decision-support systems, or digital platforms is needed.
• Strong capability in SLA management, KPI monitoring, incident handling, escalation management, and service reporting is required.
• Experience working with clients, vendors, technology partners, and cross-functional technical teams is necessary.
• Background in government, municipal, industrial city, telecom, or large-scale infrastructure environments is preferred.

Additional information

This position is a full-time, onsite role. No stipend or salary details were provided. No vacancy count, start date, or application deadline was stated.