Project and Service Delivery Manager - MIS

KDD; Farwaniya; On-site; KWD 15,000 - 25,000; Full time

Job summary

A leading IT services provider in Kuwait is seeking a Project Manager to oversee IT and MIS project portfolios. The role involves managing project delivery, supervising service desk operations, and ensuring governance and risk management. Ideal candidates will have a Bachelor's in a related field, relevant certifications, and 5–7 years of project management experience. The position demands strong leadership, communication, and analytical skills.

Qualifications

• Bachelor's degree in computer science, information technology, business, or project management preferred.
• ITIL and PMP certifications required; MoP and SDLC certifications advantageous.
• 5–7 years of experience in project and portfolio management roles.

Responsibilities

• Establish and manage a structured Project Management environment.
• Lead and manage IT projects from initiation to completion.
• Supervise IT service desk team and ensure high-quality service delivery.

Skills

Project management expertise

IT service management

Communication skills

Analytical and problem-solving skills

Customer-centric approach

Education

Bachelor's degree in IT, project management or related field

Master's degree

Tools

ITSM tools

Project management software

Job description

Overview

The role is responsible for establishing and managing a structured Project Management environment aligned with best practices and SDLC standards. The position oversees the planning, execution, and monitoring of IT and MIS project portfolios, ensuring delivery within scope, time, and budget. The role requires close collaboration with project managers, stakeholders, and sponsors to ensure governance, risk management, and continuous improvement in project delivery. In addition, the role supervises the IT service desk team, ensuring high-quality service delivery, adherence to SLAs, effective incident management, and ongoing skill development. By combining strong project management expertise with IT service management oversight, the role drives organizational efficiency, process improvements, and enhanced customer experiences.

Responsibilities

• Setup the Project Management environment following best practice standards. This includes the methodology to be followed in managing projects, Phases, deliverables, templates to be used within each phase of the SDLC.
• Lead and manage IT projects from initiation to completion, ensuring they are delivered on time, within scope, and within budget.
• Provide oversight and follow-up on MIS/IT project portfolios to ensure they are progressing according to plan, budget, and deadlines.
• Collaborate with project managers and teams to ensure proper management of project is being followed to ensure success.
• Track the progress of projects within the portfolio of projects, providing regular updates to stakeholders on status, risks, and issues.
• Maintain clear and effective communication with project sponsors, stakeholders, and management to ensure alignment and support.
• Identify and mitigate risks across the project portfolio to ensure successful project delivery.
• Evaluate the performance of projects and the portfolio as a whole, identifying areas for improvement and implementing necessary changes.
• Establish and maintain project governance structures, processes, and standards to ensure consistency and quality in project delivery.
• Manage changes to the project portfolio, ensuring that changes are assessed, approved, and communicated effectively.
• Promote and implement continuous improvement initiatives within the project management processes and portfolio management practices.
• Supervise and lead a team of service desk agents and technicians, providing guidance, support, and feedback to ensure high-quality service delivery.
• Ensure the timely and effective delivery of IT services to end-users and customers, meeting or exceeding predefined service level agreements (SLAs).
• Oversee the handling of IT incidents and service requests, ensuring they are properly logged, categorized, prioritized, and resolved within acceptable timeframes.
• Interact with users to understand their needs, address concerns, and gather feedback to continuously improve service quality.
• Monitor and evaluate the team's performance, identifying areas for improvement and implementing corrective actions as needed.
• Organize training sessions to enhance the skills and knowledge of the team, keeping them up to date with the latest technologies and management best practices.
• Ensure accurate and up-to-date documentation of processes, procedures, and troubleshooting steps to facilitate knowledge sharing and consistency in service delivery.
• Continuously analyze service desk metrics and customer feedback to identify opportunities for process improvements and enhanced customer experiences.
• Handle and escalate complex or high-priority issues to appropriate teams or management for resolution.

Qualifications

• Education: A bachelor's degree in computer science, information technology, business, project management, or a related field is typically preferred. A master's degree is a plus.
• ITIL (Information Technology Infrastructure Library) and PMP (Project Management Professional) certifications are required to demonstrate proficiency in IT service management and project management. Certification in portfolio management, such as MoP (Management of Portfolios) and SDLC (Software Development Life Cycle), is advantageous.
• Work Experience: Extensive experience in project management, with at least 5–7 years in a portfolio management role. Prior experience in a service desk or IT support role in a supervisory or team lead position is a plus.
• Preferred Language: Arabic & English

Professional Skills

• A strong understanding of IT systems, hardware, software, and network troubleshooting is necessary. Familiarity with various operating systems, IT service management (ITSM) tools, and project management software is advantageous.
• Excellent verbal and written communication skills are crucial for interacting with customers, team members, and other stakeholders effectively.
• The ability to lead, motivate, and mentor a team is essential to ensure a productive and cohesive work environment.
• Strong analytical and problem-solving skills are necessary for identifying root causes of issues and implementing effective solutions.
• A customer-centric approach and dedication to providing exceptional service are vital in this role.
• Effective time management and organizational skills are necessary to prioritize tasks and meet deadlines.
• Ability to think strategically and align the project portfolio with the organization's goals and objectives.