Senior Manager - Support, Asset Applications

Overview

Qiddiya Investment Company is building one of Saudi Arabia’s leading entertainment and leisure destinations, and this role sits at the center of keeping its core asset applications running smoothly. The Senior Manager for Asset Applications Support will strengthen the Level 2 support model across the company’s portfolio, which includes theme parks, hospitality, and retail operations. The purpose of the role is to keep critical systems stable, available, and performing well so that guests enjoy a seamless experience and business operations remain efficient.

The role leads a multi-disciplinary support team responsible for a broad range of systems such as ticketing, food and beverage, family entertainment centers, event management, leasing, footfall analytics, asset management, and park management platforms. It also involves building dependable support processes, setting and tracking service levels, coordinating with managed service contractors for specialized systems, and driving proactive issue management. Close partnership with L0/L1 support teams and the Application Design & Delivery function is essential to improve first-contact resolution and reduce repeat incidents through lasting fixes.

Key Responsibilities

• Manage all Level 2 support operations for the full asset applications landscape, ensuring incidents and service requests are resolved quickly and with minimal disruption to the business.
• Create, roll out, and continuously improve support procedures and operating workflows that deliver consistent service quality.
• Define and oversee service level agreements for the application portfolio, track performance against targets, and present results to senior leaders.
• Serve as the main escalation contact for major incidents and complicated application issues.
• Coordinate with vendors and managed service partners for specialist application support, making sure contractual commitments and service targets are met.
• Track application health proactively, spot emerging patterns, and act early to avoid service deterioration.
• Lead, coach, and supervise a cross-functional support team covering all asset applications.
• Distribute resources effectively so coverage and expertise are available across domains such as ticketing, food and beverage, leasing, and park management.
• Ensure the team is trained continuously by the Application Design & Delivery group whenever new systems or features are introduced.
• Partner with L0 and L1 teams by giving them training, documentation, and guidance so they can resolve as many requests and incidents as possible at first contact.
• Work with the Application Design & Delivery team to identify recurring issues and analyze support trends.
• Drive permanent remediation, bug corrections, and system enhancements to reduce data fixes and stop incidents from repeating.
• Build strong working relationships with stakeholders across the asset portfolio to understand operational needs and align the support model accordingly.

Requirements

• A bachelor’s degree, or an equivalent qualification, in Information Technology, Computer Science, or a closely related discipline.
• At least 7 years of experience in IT application support, with substantial exposure to supporting a wide variety of business systems in large-scale environments.
• Proven experience managing support teams for systems such as ticketing, F&B POS/KDS, retail, leasing management, event management, asset management, and park management platforms.
• Hands-on experience setting up support processes, defining SLAs, and managing vendor or managed service provider relationships.
• Background in multi-layer support environments spanning L0, L1, L2, and L3, with a track record of improving first-call resolution.
• Strong ability to partner with design, delivery, and development teams to perform problem management and drive continuous service improvement.

About the Employer

Qiddiya Investment Company is developing a world-class destination focused on entertainment, leisure, and visitor experience in Saudi Arabia. This position supports the technology operations that enable that vision across multiple business areas.