ENGAGEMENT MANAGER - Qatar

Arab Solutions; Qatar; On-site; QAR 210,000 - 270,000; Full time

Job summary

Arab Solutions is seeking an Engagement Manager to lead a major IT program onsite in Qatar. The role requires a PMP and ITIL certifications with 10+ years in large-scale IT program delivery. You will manage service delivery across onsite and field teams, ensure SLA compliance, and drive governance and reporting.

The candidate must be bilingual in Arabic and English, with strong stakeholder management and vendor coordination skills. The position is a 12-month engagement based onsite in Qatar.

Qualifications

• Minimum 10+ years managing large IT programs.
• Experience in IT service delivery management and MSP operations.
• Strong knowledge of SLA/KPI governance, service quality, and reporting.
• Experience leading onsite and field support teams (15+ resources).

Responsibilities

• Act as the single point of contact (SPOC) for the client for service delivery and engagement matters.
• Oversee Managed Service Desk & End-User Support operations (Onsite + Field).
• Ensure 100% SLA compliance and high customer satisfaction.
• Lead governance activities including daily/weekly/monthly reviews and dashboards.
• Drive CSI initiatives to improve service efficiency and performance.
• Mentor and manage a team of 16+ onsite and field engineers; rostering and training.
• Manage escalations, risks, and issues; ensure timely resolution.
• Ensure adherence to ITIL processes (Incident, Request, Problem, Change).

Skills

Stakeholder management

Client engagement

Vendor management

Communication

Team leadership

Education

Bachelor's degree in IT/CS

Tools

Microsoft 365 Certification

Job description

Job Title: Engagement Manager

Experience 10+ Yrs

Location: Onsite - Qatar

Duration 12 Months

Minimum Qualifications

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

.Mandatory Certifications:

PMP - Project Management Professional (Mandatory)ITIL Foundation / ITIL 4 Certified (Mandatory)

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.

CV Submission Requirements:

Must submit Bilingual CVs (One in Arabic + One in English).

Must attach valid copies of PMP, ITIL & Microsoft 365 Certificates. Incomplete submissions will be rejected.

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.