Service Delivery Manager
Posted Updated 7
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Summary
Oversee 24/7 IT service operations, SLA/KPI tracking, incident/problem management, and continuous improvement for a Doha-based engineering firm.
Responsible for managing day-to-day service operations, shift-based delivery, SLA and KPI performance, reporting, rostering, the shared 24x7 operations pool, incident management, problem management, change coordination, and continuous improvement.
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.
- Experience producing SLA and service-performance reports from an ITSM tool.
- ITIL Expert / ITIL Managing Professional certification.
- Strong rostering and workforce-management capability.
- Strong operational leadership, reporting, analysis, and customer-service skills.