Senior Service Manager – Run & Maintain

About the role

A government ministry in Qatar is building a national digital platform that consolidates services from many public and private organisations. The platform will go live for citizens, and someone must ensure it operates smoothly. You will be the first hire in the programme’s service management function, defining ownership, service levels and operational processes.

Key responsibilities

• Agree ownership of each platform component across vendors, hosting providers and the programme.
• Design SLAs, on‑call rotas and escalation paths, then roll out the operating model and train teams.
• Coordinate incidents between vendors, hosting, citizen support channels and affected organisations.
• Specify and implement a shared ticketing system such as ServiceNow or Jira Service Management.
• Set up first‑line citizen support and report on service performance, incidents and risk to programme leadership.
• Lead service readiness for go‑live, stabilisation and build the service management team.

Required profile

• 8–10+ years in IT service management or service operations.
• Experience establishing a service management function from scratch on a large multi‑vendor programme.
• Proven ability to coordinate multiple parties where no single owner exists.
• Experience with incident management on a live, public‑facing digital service.
• Clear reporting to non‑technical senior leaders.
• Government or regulated‑sector experience is a plus.
• ITIL 4 Managing Professional preferred; ServiceNow certification a plus.
• Degree in IT, computer science, business or related field.

Required skills

• ITIL framework
• ServiceNow platform
• Jira Service Management