Service Delivery Manager

Description

Summary: Lead IT Managed Services delivery, ensuring compliance with SLAs/KPIs, overseeing operational performance, managing teams, and driving continuous service improvement. Highlights: 1. Lead IT Managed Services delivery and ensure compliance with SLAs/KPIs. 2. Oversee Service Desk, Onsite Support, and Asset Management teams. 3. Drive Continual Service Improvement initiatives and manage major incidents. **Role Description** ● Lead the overall delivery of IT Managed Services in accordance with the contract and SOW. ● Ensure all services are delivered in compliance with the agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). ● Monitor the overall operational performance across all shifts (Morning, Evening, and Night) to ensure continuous service delivery. ● Ensure adequate resource planning and service coverage across all shifts and locations. ● Serve as the primary point of contact for customers regarding service delivery matters. ● Oversee the Service Desk, Onsite Support, and Asset Management teams. ● Manage Major Incidents and ensure timely escalation and resolution. ● Ensure incidents, service requests, and problems are handled according to agreed processes. ● Ensure all contractual reporting requirements are submitted on time. ● Drive Continual Service Improvement (CSI) initiatives. ● Monitor recurring issues and coordinate Root Cause Analysis (RCA) where required. ● Develop and implement action plans to improve service quality and customer satisfaction. ● Ensure all shifts are adequately staffed and operating in accordance with the agreed SLA and KPI targets. ● Coordinate onboarding and knowledge transfer for new resources. ● Monitor team performance and identify training needs. ● Manage leave planning to ensure uninterrupted service delivery. ● Be available outside official working hours on an on\-call basis to support critical incidents, major service disruptions, and customer escalations. **Minimum Requirements** ● Bachelor's degree in Computer Science, Information Technology, or a related field. ● ITIL Foundation certification (ITIL Managing Professional is preferred). ● Minimum 8 \- 10 years of IT Managed Services experience. ● Minimum 5 years managing Service Desk and End User Support operations. ● Strong customer management and leadership skills. ● Experience managing enterprise\-scale IT support contracts. ● Experience working within enterprise or government environments is highly preferred. ● Experience delivering IT Managed Services is preferred. ● Strong communication and interpersonal skills. ● Ability to work in a 24×7 shift environment where applicable. ● Experience with ITIL processes and ITSM platforms. ● Candidates currently based in Qatar. **Arabic language skills are considered an advantage where applicable.** **Salary is negotiable based on experience and skills** Pay: QAR19,000\.00 \- QAR27,000\.00 per month Experience: * IT Managed Services: 8 years (Required) Language: * Arabic (Preferred) * English (Required) License/Certification: * ITIL Foundation \- Managing Professional (Required) Location: * Qatar (Required) Work Location: In person