Service Delivery / Engagement Manager

About the role

We are seeking an experienced Service Delivery / Engagement Manager to oversee IT support services for a client in Doha. The role serves as the primary client contact and is responsible for delivery, performance, and continuous improvement of the contracted services.

Key responsibilities

• Act as the client’s primary point of contact and first escalation point for service matters.
• Oversee delivery and performance of services within the agreed contract scope.
• Lead service mobilisation, transition activities, onboarding, handover and escalation procedures.
• Manage on‑site Service Desk and End User Support teams, including resource planning, leave management and backup coverage.
• Monitor service levels, KPIs and operational performance, preparing weekly and monthly reports.
• Identify improvement opportunities and manage the Continuous Service Improvement Plan.
• Maintain service quality aligned with ITIL practices and coordinate with stakeholders to resolve operational issues.
• Be available on‑site as required to support service delivery.

Required profile

• University degree in Computer Science, IT or related discipline.
• Minimum 10 years experience managing IT projects, programmes or service delivery engagements of comparable scope.
• Proven experience in IT service delivery, managed services or Service Desk operations.
• ITIL certification is required.
• Professional proficiency in Arabic and strong English communication skills.
• Excellent client management, leadership, escalation and stakeholder coordination capabilities.