Job Title: Engagement ManagerExperience 10+ YrsLocation: Onsite - QatarDuration 12 MonthsMinimum QualificationsEducation: Bachelor's Degree in Information Technology / Computer Science or related field
- Mandatory Certifications:
PMP - Project Management Professional (Mandatory)ITIL Foundation / ITIL 4 Certified (Mandatory)
Required ExperienceMicrosoft 365 Certification (Preferred as per CV Requirement)
Minimum 10+ Years of experience in managing similar large-scale IT Programs.
Proven experience in IT Service Delivery Management and Managed Service Desk Operations.
Strong expertise in Stakeholder Management, Client Engagement & Vendor Management.
In-depth knowledge of SLA / KPI Governance, Service Quality Management & Reporting
- Experience in Team Leadership, Resource Management, and managing Onsite & Field Support teams (15+ resources).
Knowledge of ITIL Framework, Service Operations, and Continuous Service Improvement (CSI).
Language RequirementsBilingual - Fluent in Arabic & English (Mandatory) - Excellent verbal and written communication in both languages.
CV Submission RequirementsMust submit Bilingual CVs (One in Arabic + One in English).
Must attach valid copies of PMP, ITIL & Microsoft 365 Certificates. Incomplete submissions will be rejected.
Key Responsibilities:Act as the Single Point of Contact (SPOC) for the client for all service delivery and engagement matters.
Manage and oversee the entire Managed Service Desk & End-User Support Services operations (Onsite + Field).
Ensure 100% SLA compliance, Service Quality, and Customer Satisfaction.
Lead Governance activities including Daily/Weekly/Monthly Service Review Meetings, Reporting, and Dashboard presentations.
Drive Continuous Improvement Initiatives to enhance service efficiency and performance.
Lead, mentor, and manage a team of 16+ onsite & field support engineers, including rostering, performance evaluation, and training.
Manage escalations, risks, and issues and ensure timely resolution.
Ensure adherence to ITIL processes - Incident, Request, Problem, and Change Management.
Skills: english,it,microsoft,one,field support,pmp,itil,management,arabic,operations
