Senior IT & Cybersecurity Managed Services Manager

Location
Jeddah, Makkah Province, Saudi Arabia

Department

IT & Cybersecurity Managed Services

Reports To

Director – Technology Services

Location Details

Offshore role supporting a client in Jeddah.
The candidate must stay at least one month in Jeddah, then travel once a month to the client.

Role Overview

A senior, hands-on IT & Cybersecurity Managed Services Manager responsible for independently solving complex technical issues, managing enterprise clients, and leading end-to-end service delivery. The role requires a professional capable of troubleshooting, managing escalations, leading a technical team, handling vendors, and presenting executive-level reports with clarity and maturity.

Key Responsibilities

• Act as L2/L3 escalation authority and personally resolve critical IT and security issues
• Perform hands-on troubleshooting of network, firewall, security, and infrastructure incidents
• Lead IT & Cybersecurity Managed Services operations ensuring SLA and KPI compliance
• Manage and mentor a team of up to 10 engineers
• Handle enterprise client interactions with professionalism and ownership
• Independently create and present monthly executive-level service and security reports
• Lead service transitions, operational projects, and continuous improvement initiatives
• Manage vendors and third-party partners, including escalations and performance reviews

Mandatory Technical Expertise (Hands-On)Networking – L2 & L3

• Enterprise switches and routing
• VLANs, Trunking, STP, Inter-VLAN routing
• OSPF, BGP fundamentals, NAT, QoS
• Network performance and packet-level troubleshooting

Firewall & Network Security (Expert Level)

• FortiGate Firewalls – Mandatory
• Policy and NAT troubleshooting
• IPSec / SSL VPN
• UTM (IPS, Web Filtering, App Control)
• HA (Active-Passive / Active-Active)
• Traffic flow debugging and log analysis

IT & Cybersecurity

• Active Directory, Microsoft Exchange
• Server infrastructure (on-premises and cloud)
• SIEM, EDR, NDR, DLP, SOC operations
• Vulnerability assessment and remediation tracking
• ITIL Incident, Problem, and Change Management

Reporting & Client Governance

Prepare monthly executive dashboards and reports covering:

• SLA and KPI performance
• Incident and RCA summaries
• Security posture and risk trends
• Service improvement roadmap

Lead service review and governance meetings with senior stakeholders.