Location: Doha, Qatar
Work Arrangement: On-site
Job Summary
We are seeking an experienced Service Delivery / Engagement Manager to oversee the delivery and performance of IT support services for a client in Doha. The successful candidate will serve as the primary point of contact for the client and will be responsible for service delivery, team management, service levels, reporting, continuous improvement, and overall contract performance.
Key Responsibilities
- Act as the client's primary point of contact and first point of escalation for service-related matters.
- Oversee the overall delivery and performance of services within the agreed contract scope.
- Lead service mobilisation and transition activities, including onboarding, handover, and implementation of escalation procedures.
- Manage the on-site Service Desk and End User Support teams, including resource planning, leave management, and backup coverage.
- Monitor agreed service levels, KPIs, and operational performance.
- Prepare and deliver weekly and monthly service performance reports.
- Identify opportunities for service improvement and manage the Continuous Service Improvement Plan.
- Maintain service quality and ensure processes are aligned with applicable ITIL practices.
- Coordinate with relevant stakeholders to address operational issues and maintain effective service delivery.
- Be available at the client's premises when required to support service delivery and operational requirements.
Qualifications & Requirements
- University degree in Computer Science, Information Technology, or a related discipline.
- Minimum of 10 years of relevant experience managing IT projects, programmes, or service delivery engagements of comparable scope and complexity.
- Demonstrated experience in IT service delivery, managed services, or Service Desk operations.
- Experience supporting large organisations or public-sector environments is an advantage.
- ITIL certification is required.
- Professional proficiency in Arabic is required for stakeholder communication.
- Strong professional English proficiency, including written communication and service reporting.
- Excellent verbal and written communication skills.
- Strong client management, leadership, escalation management, and stakeholder coordination capabilities.
