Service Delivery Manager
Madre Integrated Engineering · Doha
Job description
About the role
Madre Integrated Engineering is looking for a Service Delivery Manager in Doha to manage day-to-day service operations and shift-based delivery across all disciplines. The role covers monitoring performance, staffing and incident management, and driving continuous service improvement.
Key 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.
Required profile
- Bachelor's degree or diploma in IT, Engineering or a related field.
- Minimum 8 years of experience in IT service delivery.
- Experience managing a 24x7 support operation.
- Experience in workforce planning and rostering.
- Ability to meet airport security and client HSE/cyber compliance requirements.
Required skills
- Strong knowledge of SLA/KPI reporting using ITSM tools.
- ITIL Expert / Managing Professional certification.
- Operational leadership, reporting, analysis and customer-service skills.
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Published 1 day ago
Expires 1 month from now
6 views · 0 interested
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Madre Integrated Engineering
Doha