Service Delivery Manager
Posted
Summary
IT Service Delivery Manager in Doha, Qatar overseeing day-to-day and 24x7 shift-based service operations for a client, monitoring SLA/KPI performance with ITSM tools, and coordinating incident, problem, and change management. Requires 8+ years in IT service delivery and ITIL Expert/Managing Professional certification.
Service Delivery Manager
Responsibilities
- Manage day-to-day service operations and shift-based delivery across all disciplines.
- Monitor SLA and KPI performance and prepare monthly service performance reports.
- Conduct monthly service reviews with the client.
- Manage staffing rosters, 24x7 coverage, TOC support, and surge arrangements.
- Coordinate incident, problem, and change management activities.
- Lead first-line escalations and major-incident coordination.
- Drive continuous service improvement and value-added initiatives.
Requirements
Requirements
- Bachelor’s degree or Diploma in IT, Engineering, or related field.
- Minimum 8 years of experience in IT service delivery.
- Experience managing a 24x7 support operation.
- Strong knowledge of SLA/KPI reporting using ITSM tools.
- ITIL Expert / Managing Professional certification.
- Experience in workforce planning and rostering.
- Strong operational leadership, reporting, analysis, and customer-service skills.
- Ability to meet airport security and client HSE/cyber compliance requirements.
Interested candidates can send cv to 31313903/ bency@madre-me.com
What they ask for
Required
- Bachelor's degree or Diploma in IT, Engineering, or related field
- Minimum 8 years of experience in IT service delivery
- Experience managing a 24x7 support operation
- Strong knowledge of SLA/KPI reporting using ITSM tools
- ITIL Expert / Managing Professional certification
- Experience in workforce planning and rostering
- Strong operational leadership, reporting, analysis, and customer-service skills
- Ability to meet airport security and client HSE/cyber compliance requirements