Service Delivery Manager - IT Helpdesk & Service Desk

About the role

Madre Integrated Engineering is looking for a Service Delivery Manager in Doha to lead and manage end-to-end IT service delivery. The role ensures exceptional customer satisfaction and compliance with agreed Service Level Agreements (SLAs), and oversees IT Helpdesk and Service Desk operations.

Key responsibilities

• Oversee IT Helpdesk and Service Desk operations and manage service performance
• Coordinate cross-functional teams and drive continuous service improvement
• Maintain strong relationships with clients and stakeholders
• Ensure SLA compliance and deliver service reporting

Required profile

• Bachelor's degree in Information Technology, Computer Science or a related field (Master's preferred)
• Minimum 10 years of experience in IT Managed Services, IT Service Delivery or IT Operations
• Proven experience managing large-scale IT Helpdesk or Service Desk operations
• Fluent in Arabic and English (written and spoken)

Required skills

• Strong knowledge of ITSM frameworks and ITIL best practices; ITIL Foundation certification is mandatory
• PMP certification is an added advantage
• Experience with SLA/KPI management, incident management and continual service improvement
• Experience with ITSM tools such as SMAX, ServiceNow or similar is preferred
• Leadership, stakeholder management, communication and team management skills