Engagement Manager

Arab Solutions; Doha; On-site; QAR 180,000 - 300,000; Full time

Job summary

Arab Solutions in Doha, Qatar seeks an experienced IT Program Manager to lead large-scale IT service delivery, manage onsite and field support teams, and ensure SLA compliance. You will oversee governance, CSI initiatives, and client engagement across 16 engineers.

The role requires a Bachelor's in IT/CS, PMP and ITIL certifications, with Arabic and English fluency. Onsite field leadership and vendor management are key aspects of the role.

Qualifications

• Bachelor's degree in Information Technology / Computer Science or related field.
• PMP certification required.
• ITIL Foundation certification required.
• ITIL 4 certification required.
• Microsoft 365 certification preferred as per CV.

Responsibilities

• Act as the Single Point of Contact (SPOC) for the client for all service delivery and engagement matters
• Manage and oversee the entire Managed Service Desk & End-User Support Services operations Onsite Field
• Ensure 100 SLA compliance Service Quality and Customer Satisfaction
• Lead Governance activities including Daily Weekly Monthly Service Review Meetings Reporting and Dashboard presentations
• Drive Continuous Improvement Initiatives to enhance service efficiency and performance
• Lead mentor and manage a team of 16 onsite & field support engineers including rostering performance evaluation and training
• Manage escalations, risks and issues and ensure timely resolution
• Ensure adherence to ITIL processes - Incident, Request, Problem and Change Management

Education

Bachelor's Degree in IT/CS

PMP - Project Management Professional

ITIL Foundation

ITIL 4 Certified

Microsoft 365 Certification

Job description

Experience

10 Yrs

Location

Onsite - Qatar

Duration

12 Months

Minimum Qualifications & Education

Education: Bachelor's Degree in Information Technology / Computer Science or related field.

Mandatory Certifications

• Mandatory PMP - Project Management Professional
• Mandatory ITIL Foundation
• Mandatory ITIL 4 Certified
• Microsoft 365 Certification (Preferred as per CV Requirement)

Required Experience

• Minimum 10 Years of experience in managing similar large-scale IT Programs
• Proven experience in IT Service Delivery Management and Managed Service Desk Operations
• Strong expertise in Stakeholder Management, Client Engagement & Vendor Management
• In-depth knowledge of SLA, KPI Governance, Service Quality Management & Reporting
• Experience in Team Leadership, Resource Management, and managing Onsite & Field Support teams (15+ resources)
• Knowledge of ITIL Framework, Service Operations, and Continuous Service Improvement (CSI)

Language Requirements

• Bilingual - Fluent in Arabic & English (Mandatory)
• Excellent verbal and written communication in both languages

Key Responsibilities

• Act as the Single Point of Contact (SPOC) for the client for all service delivery and engagement matters
• Manage and oversee the entire Managed Service Desk & End-User Support Services operations Onsite Field
• Ensure 100 SLA compliance Service Quality and Customer Satisfaction
• Lead Governance activities including Daily Weekly Monthly Service Review Meetings Reporting and Dashboard presentations
• Drive Continuous Improvement Initiatives to enhance service efficiency and performance
• Lead mentor and manage a team of 16 onsite & field support engineers including rostering performance evaluation and training
• Manage escalations, risks and issues and ensure timely resolution
• Ensure adherence to ITIL processes - Incident, Request, Problem and Change Management