Service Delivery Manager

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.