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