Service Delivery Manager - Qatar
Job in
Kuwait City, Kuwait
Listing for:
Confidential
Full Time
position
Listed on 2026-11-15
Job specializations:
-
IT/Tech
Job Description & How to Apply Below
- Manage day-to-day delivery of application managed services (support, maintenance, and enhancements) for client business applications.
- Coordinate with application support teams (L1/L2/L3), developers, infrastructure, cloud, security, and helpdesk teams to ensure stable application performance.
- Monitor SLA and KPI performance (response and resolution times, application availability, backlog, and customer satisfaction), and ensure service targets are met.
- Act as the main contact for business users and application owners on service issues.
- Coordinate and follow up on application incidents, problems, and service requests, ensuring root cause analysis and permanent fixes.
- Support the management of major incidents and escalations affecting business-critical applications.
- Coordinate application changes, releases, and deployments, ensuring they are properly planned, tested, approved, and implemented.
- Work with external vendors, software providers, and subcontractors, and monitor their service performance against contracts.
- Prepare regular service reports, SLA dashboards, and performance updates for management and clients.
- Identify opportunities to improve application stability, performance, automation, and support efficiency (e.g., reducing recurring incidents and ticket volumes).
- Ensure application services follow established ITIL and service management processes.
- Support projects and ensure new or upgraded applications are properly transitioned to the AMS operations team, including knowledge transfer, documentation, and run-books.
- Maintain good communication with technical teams, management, vendors, and business stakeholders.
- Familiarity with NOC, SOC, and MSP operating models, and how they integrate with application support.
- Bachelor’s degree in IT, Computer Science, or a related field.
- 7+ years of IT experience, including at least 3 years in application support or managed services.
- Good understanding of application operations and the application lifecycle (SDLC, release management, application monitoring).
- Experience managing application support, helpdesk, ITIL processes, SLAs, KPIs, incidents, problems, and changes.
- Exposure to NOC and SOC operations is an advantage.
- ITIL certification preferred.
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