Job Description & How to Apply Below
Position Overview
Manager ITSM roles in Doha, Qatar lead enterprise IT service management across Qatar Airways Group, ensuring reliable, efficient, and customer-focused IT services.
This role owns end-to-end ITSM delivery including 24-7 network operations, incident, change, release, and problem management, while advancing automation, AI adoption, and continual service improvement to support business continuity and superior end-user experience.
Job Details- Country:
Qatar - City:
Doha - Industry: Airlines/Aviation
- Function: IT Project Management
- Salary: monthly (Market estimated)
- Gender: Any
- Candidate Nationality:
Any - Job Type: Full-time
- Lead enterprise ITSM operations including 24-7 Network Operations Center and core ITIL processes
- Define and own IT business continuity strategy aligned with corporate business continuity plans
- Enhance self-service capabilities and automate request and incident handling through ITSM platforms
- Integrate AI and automation into ITSM workflows to improve efficiency, reduce costs, and elevate user experience
- Standardize IT processes across the organization and ensure adherence to agreed service levels
- Build strong relationships with internal and external stakeholders and manage supplier performance
- Communicate complex technical concepts clearly to non-technical stakeholders
- Define, communicate, and report Service Level Objectives and Agreements with clear metrics and CSFs
- Manage CMDB accuracy and governance
- Operate a continual service improvement framework with regular reviews, surveys, and action plans
- Plan and execute disaster recovery drills and backup restoration tests with executive reporting
- Create and maintain ITSM knowledge content, process documentation, and playbooks
- Ensure ISO
20000 compliance and manage related audits
- Bachelor's degree or equivalent with a minimum of 8 years of relevant experience
- Proven experience managing enterprise IT infrastructure and ITSM in a global corporate environment
- Strong knowledge of ITSM best practices and platforms such as Service Now, BMC, or equivalent
- Experience managing multiple support teams and 24-7 operations
- Understanding of airline IT operations is highly desirable
- Excellent English communication skills with strong leadership, coaching, and mentoring capability
- ITIL certification
- PMP or PRINCE2 certification
- Experience managing IT infrastructure for an airline or airport
- Knowledge of cloud-based ITSM solutions and cloud infrastructure
- Lead enterprise-scale IT service management for a world-class airline group
- Drive AI-enabled transformation across IT operations
- Influence reliability, resilience, and end-user experience at scale
- Build a long-term leadership career within Qatar Airways based in Doha, Qatar
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