IM&T Service Delivery Manager

IM&T Service Delivery Manager

BAE Systems Strategic Aerospace Services WLL

Posted today

The Service Delivery Manager is responsible for providing inspirational leadership to the provision of robust IT services across the whole of Qatar.

The post holder is accountable on behalf of IM&T and EIT UK for the installation, commissioning, and ongoing support of all aspects of the in-country IT solution in support of the Qatar Operations.

Additionally, the post holder is responsible for all day-to-day administration and support activities of the IT solution in place for the Qatar Technical Institute (QTI), Qatar Branch Office (QBO), Aircraft Maintenance Operations Bases (MoB) and BAE Systems Strategic Aerospace Services Head Office (BSL-HO).

This role will manage all In-Country project activities. As such, the role will be split between QTI and Dukhan for co-ordination and execution of the non-recurring and recurring IT aspects of the project and services including liaison with the UK based teams to ensure establishment and ongoing operation of all solutions.

The Service Delivery Manager is accountable for effective stakeholder management, including:

• Regular formal reporting of the emerging IT proposals and deliverables to the customer and EIT.
• Effective communications to all project stakeholders to ensure shared understanding of the status of and issues around the IT solution/s.
• Effective communications with the end customer to ensure they are briefed and bought in to the solution and its deployment plan.

The Service Delivery Manager is accountable for the following Project Management aspects:

• Effective reporting of the status of development / deployment and continuing service throughout mobilization, deployment, and support phases.
• Ensure that deliverables are timely and accepted to BAE Systems satisfaction.

The Service Delivery Manager is accountable for solution implementation and support in terms of:

• Management of the installation, commissioning, and ongoing performance of all IT systems.
• Provision of expert technical support to the Project Management and Procurement team during IT related 3rd party negotiations.
• Execution of all routine housekeeping tasks as required.
• Interfacing with the customer and reporting on the status of the solution/s as required.
• Assist in the management of all facilities upon which the solution/s is based.
• Assist in the management of all support for the business applications.
• Working closely with the Procurement team, assist in the management of all aspects of ordering and receipt of new and replacement equipment.

The Service Delivery Manager is accountable for supplier management in terms of:

• Development and maintenance of excellent relationships with all suppliers, both UK and onshore.
• Management of the ongoing performance of Qatari based IS / IT suppliers in provision of agreed support services.

• Strong project reporting skill and relevant experience in the coordination and facilitation of IT solution development and delivery.
• A solid understanding of a broad range of IT disciplines, such as ITIL.
• Significant experience of IT infrastructure and any impact the military environment we operate in would have.
• A strong understanding of air sector processes, including the ELC and LCM review processes.
• Good awareness of functional activities especially project management, supply chain, engineering and commercial across a line of business.
• Communications skills will be needed to translate IT concepts and options in plain business language to better inform decision making.
• Appreciation of project management basics, managing to time cost and quality.
• Excellent communication skills.
• Ability to self-motivate to deliver results often in challenging timescales.
• Regular interface with business and functional teams across BAE Systems.
• Should ideally have had experience with working with other cultures and a multi-national customer and supplier base.
• Must be able to manage a team and suppliers.
• Troubleshoot and analyse issues with IT equipment to ensure availability to our customers.

• At least 5 years of technical knowledge of cloud and/or on-prem infrastructure.
• ITIL Foundation qualification.
• ITIL Practitioner would be an advantage.
• Any Azure and/or M365 qualifications would be highly desirable.
• Understanding and experience of Middle Eastern culture.
• Knowledge of BAE Systems support tools such as Service Now would be an advantage.
• Knowledge of BAE Systems EIT would be an advantage.