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. Mandatory / Strongly Preferred • Fortinet NSE 4 / NSE 5 / NSE 7 • Cisco CCNA or CCNP • ITIL Foundation Preferred (Value Add) • Fortinet NSE 8 • CompTIA Security+ • CEH • Microsoft (Windows Server / Azure) • PMP or PRINCE2 Ideal Candidate Profile • 7–10 years of hands-on enterprise experience • Technically strong and client-mature • Capable of working independently with minimal supervision • Comfortable owning issues, people, vendors, and outcomes • Able to communicate technical topics clearly to executive stakeholders Employment Type Full-time Company Overview A leading provider of IT and Cybersecurity Managed Services, delivering enterprise-grade solutions that ensure operational excellence, security resilience, and client satisfaction. The organization values technical expertise, accountability, and continuous improvement in every engagement.