Service Manager

myCloudDoor; United Arab Emirates; On-site; AED 262,308 - 524,617; Full time

Benefits offered by this job

Training plan: technical certs

language classes

Defined career path

Job summary

ALIANDO is seeking an experienced Service Manager to oversee end-to-end IT managed services and act as the primary contact between the MSP and the Ministry of Transport. You will monitor SLA/KPI compliance, coordinate with technical teams, and drive service improvements.

The role requires 8+ years in ITSM/Managed Services, ITIL v4 Foundation, and PMP or PRINCE2 certifications. Location: Qatar; full-time with a defined career path and ongoing training.

Qualifications

• 8+ years of experience in IT Service Management or Managed Services.
• ITIL v4 Foundation (Intermediate certification is a plus).
• PMP or PRINCE2.
• Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field.

Responsibilities

• Manage end-to-end delivery of IT managed services.
• Act as primary liaison between MSP and the Ministry of Transport (MOT).
• Monitor and ensure SLA/KPI compliance and governance.
• Coordinate with technical teams for incidents, problems and requests.
• Lead service review meetings with internal teams and stakeholders.
• Drive continuous service improvement initiatives.
• Manage escalations and ensure clear communications throughout the lifecycle.
• Prepare service reports, dashboards and performance metrics.

Skills

ITSM

SLA management

KPI management

Stakeholder mgmt

Leadership

Communication

Education

Bachelor's degree in IT/CS/Business

Job description

Do you have experience in IT Service Management, managing SLAs/KPIs, and acting as the main point of contact for clients in a Managed Services environment? Are you currently looking for your next challenge? If so, keep reading this could be your great opportunity.
About ALIANDO
At ALIANDO, we help organizations accelerate their digital transformation by delivering innovative technology solutions and world-class managed services. Our success is built on talented people, strong partnerships, and a collaborative culture where everyone is encouraged to grow, innovate, and make an impact.
We are currently looking for an experienced Service Manager to join our team and support one of our strategic projects in Qatar.
About The Role
As a Service Manager, you will be responsible for managing the end-to-end delivery of IT managed services, ensuring service excellence while acting as the primary point of contact between the Managed Service Provider (MSP) and the Ministry of Transport (MOT). You will oversee service performance, monitor SLA compliance, coordinate with technical teams, and build strong client relationships to ensure the highest levels of customer satisfaction.
Some Of Your Main Responsibilities Will Be

• Manage the end-to-end delivery of IT managed services.
• Act as the primary liaison between the Managed Service Provider and the Ministry of Transport (MOT).
• Monitor and ensure compliance with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Coordinate with technical teams to ensure timely resolution of incidents, problems, and service requests.
• Lead regular service review meetings with internal teams and customer stakeholders.
• Drive continuous service improvement initiatives.
• Manage escalations and ensure effective communication throughout the service lifecycle.
• Prepare service reports, dashboards, and performance metrics.
• Ensure services are delivered in accordance with contractual commitments and quality standards.
• Foster long-term client relationships and identify opportunities to enhance service delivery.

What We Are Looking For

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field.
• 8+ years of experience in IT Service Management or Managed Services.
• Strong knowledge of IT Service Management (ITSM) best practices.
• Proven experience managing SLAs, KPIs, and service governance.
• Excellent leadership, communication, and stakeholder management skills.
• Strong analytical and problem-solving abilities.
• Ability to manage multiple priorities in a dynamic environment.

Required Certifications

• ITIL v4 Foundation (Intermediate certification is a plus).
• PMP or PRINCE2.

Working Conditions

• Location: Qatar
• Working Schedule: Sunday to Thursday (Qatar time)
• Employment Type: Full-time
• Defined career path
• Training plan: technical certifications and one-to-one language classes