Operations Manager

Since 2005, ICD has supplied enterprise servers, storage, networking parts and data centre maintenance to businesses in Egypt, the Gulf, Africa and beyond.

ICD's promise to customers is the right part, tested, delivered on time, and operations is where that promise is kept or broken. The Operations Manager leads the people and processes that move enterprise parts from suppliers in the US and Europe to customers across the Middle East and Africa.

• Lead the operations team, including coordination, service centre, customer service/RMA, project management and courier functions.
• Own the order-to-delivery process in the ERP and set clear service levels for lead time, on-time delivery and documentation accuracy.
• Work with procurement and logistics to plan inbound flows from the US and Europe and outbound shipments across the region.
• Ensure every part is tested and verified for compatibility before dispatch, and that serial-number traceability is complete.
• Oversee RMA and warranty handling so that customer issues are resolved quickly and supplier claims are recovered.
• Track operational KPIs and costs, and report performance and risks to senior management.
• Write and maintain standard operating procedures and drive continuous improvement across the team.
• Recruit, coach and develop team members and plan staffing for growth across Cairo, Dubai and Nairobi.

• Bachelor's degree in engineering, supply chain, business or a related field.
• At least 7 years in operations, logistics or service delivery, including 3 years leading a team.
• Experience in IT hardware distribution, TPM or a technical trading environment.
• Proven ability to design processes, set KPIs and run a team to them.
• Strong command of ERP-driven order management and stock control.
• Clear communicator who can work with sales, procurement, finance and customers.

• PMP, Lean Six Sigma or CIPS certification.
• ITIL 4 Foundation certification.
• Experience with ERPNext or Frappe-based systems.
• Experience running multi-country operations in the Middle East or Africa.

Fluent Arabic and professional English, spoken and written; French is an advantage.

Up to 25% regional travel across the Middle East and Africa.