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Service Delivery Manager at Madre Integrated Engineering

Doha, , Qatar -

Full Time

Start Date

Immediate

Expiry Date

17 Oct, 26

Salary

0.0

Posted On

19 Jul, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

IT Service Delivery, SLA/KPI Management, ITSM Frameworks, ITIL Best Practices, Incident Management, Stakeholder Management, Team Leadership, Service Reporting, Continual Service Improvement, SMAX, ServiceNow, Arabic Fluency, English Fluency, Cross-functional Team Coordination, IT Operations Management, Helpdesk Management

Industry

Human Resources Services

Description

The Service Delivery Manager will be responsible for leading and managing end-to-end IT service delivery, ensuring exceptional customer satisfaction and compliance with agreed Service Level Agreements (SLAs). The role involves overseeing IT Helpdesk and Service Desk operations, managing service performance, coordinating cross-functional teams, driving continuous service improvement, and maintaining strong relationships with clients and stakeholders. Requirements 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. Strong knowledge of IT Service Management (ITSM) frameworks and ITIL best practices. ITIL Foundation Certification is mandatory; PMP certification is an added advantage. Excellent experience in SLA/KPI management, service reporting, incident management, and continual service improvement. Strong leadership, stakeholder management, communication, and team management skills. Experience working with ITSM tools such as SMAX, ServiceNow, or similar platforms is preferred. Fluent in Arabic and English (written and spoken). Ability to work in a fast-paced, customer-focused environment and lead cross-functional teams effectively.

Responsibilities

The Service Delivery Manager leads end-to-end IT service delivery and manages Helpdesk and Service Desk operations to ensure customer satisfaction. The role focuses on maintaining SLAs, coordinating cross-functional teams, and driving continuous service improvement.