Engagement Manager – IT Service Delivery (Qatar)

About the role

An on-site Engagement Manager is needed in Qatar for a 12-month assignment. The role acts as the single point of contact for a client covering managed service desk and end-user support services, ensuring SLA compliance, service quality and customer satisfaction. The position requires 10+ years of experience and bilingual fluency in Arabic and English.

Key responsibilities

• Act as the single point of contact for the client on all service delivery and engagement matters.
• Manage and oversee the Managed Service Desk and End-User Support Services (on-site and field).
• Ensure 100% SLA compliance, service quality and customer satisfaction.
• Lead governance activities including daily, weekly and monthly service review meetings, reporting and dashboard presentations.
• Drive continuous improvement initiatives to improve service efficiency and performance.
• Lead, mentor and manage a team of 16+ onsite and field support engineers, including rostering, performance evaluation and training.
• Manage escalations, risks and issues and ensure timely resolution.
• Ensure adherence to ITIL processes for incident, request, problem and change management.

Required profile

• Bachelor's degree in Information Technology, Computer Science or a related field.
• 10+ years of experience managing large-scale IT programs, with proven experience in IT service delivery and managed service desk operations.
• Mandatory certifications: PMP and ITIL Foundation / ITIL 4; Microsoft 365 certification preferred.
• Bilingual, fluent in Arabic and English, with excellent verbal and written communication in both languages.
• Experience leading onsite and field support teams of 15+ resources.

Required skills

• ITIL framework, service operations and continuous service improvement (CSI)
• SLA/KPI governance, service quality management and reporting
• Stakeholder, client and vendor management
• Team leadership and resource management