Lead - Managed Infra Services

Role Summary

The Service Line Manager – Managed Infrastructure Services is accountable for the operational stability, performance, and continuous improvement of on-premise infrastructure services, including data centers, servers, storage, virtualization, and network platforms.

The role focuses on executing operational plans, ensuring service availability, managing escalations, and driving compliance with organizational, contractual, and regulatory requirements. The role works closely with internal delivery leaders, security services, vendors, and functional teams to resolve complex operational challenges and ensure infrastructure reliability that directly supports business outcomes.

Roles & Responsibilities

Strategic 

1. Execute managed infrastructure operational plans aligned with Malomatia’s service delivery objectives and customer contractual commitments.
2. Own service stability, availability, and performance for managed infrastructure services, ensuring reliability of business‑critical systems.
3. Identify process gaps, operational inefficiencies, and service risks, recommending and driving continuous improvement initiatives.
4. Ensure adherence to organizational policies, service standards, contractual SLAs, and regulatory requirements, particularly for government and regulated customers.
5. Provide practical inputs to refine infrastructure operational policies, service frameworks, and runbooks based on real service experience.
6. Proactively identify infrastructure risks and capacity constraints, recommending mitigation and improvement actions.

1. Oversee and govern infrastructure monitoring tools and operational dashboards to enable proactive detection and prevention of incidents.
2. Lead and own resolution of complex infrastructure incidents, acting as the primary escalation point for service-impacting issues.
3. Ensure infrastructure services consistently meet agreed SLAs, service levels, and availability targets.
4. Drive Root Cause Analysis (RCA) for major or recurring incidents and ensure corrective and preventive actions are implemented.
5. Review, approve, and govern infrastructure changes, ensuring risk mitigation and minimal service disruption.
6. Coordinate change scheduling, stakeholder communication, and risk assessment in alignment with operational and customer requirements.
7. Manage vendor and OEM relationships, including SLA management, maintenance contracts, and technical escalations.
8. Collaborate closely with internal delivery, security, and functional teams to ensure secure, aligned, and stable operations.
9. Maintain accurate infrastructure documentation, including SOPs, diagrams, configurations, and service records; support audits and operational reviews.

1. Lead and develop the managed services team, promoting accountability, collaboration, and operational discipline in line with Malomatia values.
2. Provide ongoing performance feedback, coaching, and mentoring to team members, focusing on operational excellence.
3. Contribute inputs to performance appraisals, promotions, and incentive recommendations for direct reports.
4. Support skill development, knowledge advancement, and succession planning for critical operational roles.
5. Drive employee engagement and retention by building a motivated, ownership-oriented service delivery team.

Job Specifications

Desired Educational Background

Bachelor’s degree in Computer Science, IT, or related field from a recognized university 

Language Requirement

• English (mandatory) /  Arabic (preferred)

Desired Experience

• 8+ years of experience in Infrastructure Operations and Managed Services. 
• Strong background working in a Managed Services Provider (MSP) or large system integrator. 
• Hands‑on experience supporting enterprise or government infrastructure environments. 
• Proven experience working in SLA‑driven, contract‑based service delivery models. 
• Demonstrated ability to take ownership of operational outcomes, not just technical delivery. 
• Strong communication skills and confidence in dealing directly with customers.
• Familiarity with ITIL or equivalent service management frameworks
• Exposure to government, utilities, finance, or other regulated environments.
• Practical experience implementing or operating under ITIL-aligned processes.
• Experience transitioning infrastructure from project delivery to steady‑state managed service.
• Experience working with vendors and OEM support models.

Job Specific Skills

• Strong knowledge of on-prem infrastructure technologies
• Monitoring tools, alerting, and proactive operations
• Advanced troubleshooting and performance optimization
• Data center operations (power, cooling, racks, hardware lifecycle)
• Exposure to hybrid/cloud environments (desirable)
• Basic understanding of information security and compliance

Competencies

Technical

• Managed Infrastructure Operations
• SLA & Service Performance Management
• Incident & Escalation Ownership
• Root Cause Analysis (RCA)
• ITIL-based Service Management
• Team Leadership & Mentoring
• Presales Support & Service Transition
• Operational Governance & Compliance

Behavioral

• Critical Thinking & Problem Solving
• Customer Centricity
• Results Orientation
• Team Leadership & Development
• Attention to Detail
• Collaboration & Cultural Alignment
• Strong Interpersonal Skills