Service Delivery Manager

Role Summary

We are seeking a Service Delivery Manager to lead end‑to‑end IT service delivery for a large enterprise managed services engagement. The role owns SLA performance, stakeholder relationships, and the operating cadence of a multidisciplinary IT team across infrastructure, applications, and end‑user services.

• Own service delivery against agreed SLAs/SLOs and report performance to senior stakeholders.
• Lead the weekly/monthly governance cadence (operations review, change board, problem review).
• Manage escalations across L1/L2/L3 layers and drive root‑cause closure for major incidents.
• Run capacity, demand, and resourcing plans; coordinate onboarding/transition of new resources.
• Drive continuous service improvement (CSI) initiatives and quarterly service reviews.
• Own the commercial health of the engagement: revenue, margin, travel/expense, and scope governance.
• Champion ITIL v4 practices and ensure ITSM tool hygiene across the engagement.

• Bachelor's degree in Computer Science, Engineering, or equivalent.
• ITIL v4 Foundation certification (Intermediate / Strategic Leader preferred).
• 10+ years in IT services with at least 5 years managing enterprise service delivery.
• Demonstrated SLA / contract management experience on multi‑tower engagements.
• Strong stakeholder management at senior leadership level; comfortable with steering committees.
• Native or fluent Arabic and professional English (written + spoken) — non‑negotiable.
• Currently in Qatar or willing to relocate within 60 days.

• PMP or PRINCE2 certification.
• Prior experience delivering managed services in the GCC region.
• Exposure to Service Now or BMC Helix as an ITSM platform.
• Experience overseeing 24x7 NOC and Service Desk operations.

Arabic (Native or Fluent) + English — Mandatory.

Business hours + on‑call escalation.