Service Delivery Manager
On-siteDoha, Baladīyat ad Dawḩah, Qatar
Doha, Baladīyat ad Dawḩah, QatarOn-siteFull TimeSmall
Full TimeSmall
Job Summary
Lead and manage end-to-end IT service delivery, overseeing IT Helpdesk and Service Desk operations to ensure exceptional customer satisfaction and compliance with Service Level Agreements. Drive continuous service improvement by coordinating cross-functional teams, managing service performance, and maintaining strong relationships with clients and stakeholders. Execute incident management and service reporting while enforcing ITIL best practices and SLA/KPI standards. Requires a Bachelor's degree, 10+ years in IT Managed Services, ITIL Foundation certification, and fluency in Arabic and English.
Required Qualifications
- Bachelor's Degree in Information Technology, Computer Science, or a related field
- Minimum 10 years of experience in IT Managed Services, IT Service Delivery, or IT Operations
- Proven experience managing large-scale IT Helpdesk or Service Desk operations
- Strong knowledge of IT Service Management (ITSM) frameworks and ITIL best practices
- ITIL Foundation Certification
- Excellent experience in SLA/KPI management, service reporting, incident management, and continual service improvement
- Strong leadership, stakeholder management, communication, and team management skills
- Fluent in Arabic and English (written and spoken)
- Ability to work in a fast-paced, customer-focused environment and lead cross-functional teams effectively
Desired Qualifications
- Master's degree
- PMP certification
- Experience working with ITSM tools such as SMAX, ServiceNow, or similar platforms
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