📍Location: Riyadh, Saudi Arabia | Type: Full-Time

Power Our People. Protect Our Platform. Champion Operational Excellence.

At Zid, we empower merchants — but behind every empowered merchant is a strong, efficient, and secure internal foundation. That’s where you come in.

We’re looking for a Head of IT Operations to lead the charge in creating a secure, efficient, and responsive IT environment for both our internal teams and our external customers. From device management and workplace connectivity to critical incident response and process automation — your role will be central to enabling our people and protecting our platform.

This is more than a support role — it's a strategic leadership position. You'll oversee internal IT operations while also taking ownership of revenue-generating systems' incident and problem management. You’ll work cross-functionally, implement governance frameworks, lead IT support teams, and drive automation that enhances efficiency and scalability.

If you're passionate about building scalable systems, leading technical teams, and delivering operational excellence, this is your opportunity to make a deep and meaningful impact at Zid.

What You’ll Do?

Internal IT Operations & Employee Enablement

• Lead IT Workplace Support: device setup, purchasing, connectivity, security, and device lifecycle management
• Manage onboarding/offboarding for all systems and assets across the organization
• Drive inventory, asset management, and vendor governance
• Standardize IT policies and automate workflows to enable scalable, secure internal operations
• Promote a self-service culture with smart tools, clear processes, and reliable documentation

Incident & Problem Management (External-Facing)

• Own end-to-end management of incidents impacting revenue-generating systems and merchant platforms
• Lead and grow the L1 incident response team, serving as the first escalation point
• Align deeply with DevOps, Product, and Engineering teams to ensure timely resolution and SLA compliance
• Develop a full-stack incident support team with backend and frontend troubleshooting capabilities
• Communicate outages and critical incidents clearly and proactively across stakeholders

Automation, Governance & Strategy

• Design and implement IT policies, governance frameworks, and SOPs across asset, vendor, and incident domains
• Lead the implementation of automation initiatives using AI Agents, LLMs, and tools like n8n
• Ensure robust business continuity and disaster recovery plans
• Take full ownership of telecoms strategy (call center performance, phone contracts, spend tracking)

You’ll Excel in This Role If You:

• Are energized by leading and mentoring teams, and you’re comfortable being hands-on when needed
• Think strategically and act with urgency — especially in high-stakes situations
• Are passionate about enabling people through technology and process improvement
• Understand the importance of governance, compliance, and security in a fast-moving tech environment
• Have a deep appreciation for scalability, standardization, and automation

What You'll Bring?

Hard Skills:

• Bachelor’s degree in Computer Science, Information Systems, or related field
• 5+ years of experience implementing ITIL frameworks and IT governance at scale
• Strong command of Google Workspaces and Google Cloud
• Experience with LDAP and Zero Trust engines (e.g., JumpCloud)
• Proven expertise in asset/inventory management and onboarding/offboarding processes
• Deep understanding of incident management, including experience leading L1 support teams
• Demonstrated experience in automating processes using AI tools or RPA platforms
• High proficiency in JIRA/Atlassian and configuration best practices
• Background in managing SaaS applications and internal system integrations
• Knowledge in telecoms management, infrastructure, and cost control

Soft Skills:

• Excellent communication and leadership skills
• Detail-oriented with a strong sense of ownership
• Collaborative team player with a proactive mindset
• Strong problem-solver with calmness under pressure
• Passion for technology and helping others succeed
• Smart working habits with high-quality delivery standards

Why Join Zid?

• High Ownership – Lead mission-critical functions that power our people and protect our platform
• Tech-Forward Culture – We embrace automation, innovation, and continuous learning
• Growth Path – Structured career development and upskilling opportunities; our team recently completed an AWS Architecting course
• Impact at scale – Your decisions will directly shape how teams perform and how merchants experience our platform
• Agile environment – Work in a fast-moving company where your ideas are heard, tested, and implemented quickly