ITSM Lead: Incident, Change & Process Optimization

Fusion Outsourcing; Doha; On-site; QAR 200,000 - 400,000; Full time

Job summary

A leading outsourcing company in Qatar is seeking a Service Management Senior Specialist to oversee ITIL service management functions. The role focuses on ensuring service continuity and performance improvement through effective process management and reporting. Ideal candidates will have over 8 years of experience in ITSM and strong analytical skills. This position offers an opportunity to collaborate with cross-functional IT teams to enhance overall service delivery.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• ITIL Expert or ITIL Managing Professional certification preferred.
• Strong understanding of ITSM tools.

Responsibilities

• Design and implement ITSM processes aligned with organizational goals.
• Manage service reporting and SLA dashboards.
• Lead ITSM process architecture reviews.
• Conduct service analytics to identify improvement opportunities.
• Collaborate with IT teams to optimize service delivery.
• Maintain ITSM documentation and performance metrics.

Skills

ITIL-based process architecture

Analytical skills

Communication skills

KPI/SLA tracking

Education

Bachelor’s degree in Computer Science or related field

ITIL Expert or ITIL Managing Professional certification

Tools

ManageEngine

ServiceNow

BMC

Job description

A leading outsourcing company in Qatar is seeking a Service Management Senior Specialist to oversee ITIL service management functions. The role focuses on ensuring service continuity and performance improvement through effective process management and reporting. Ideal candidates will have over 8 years of experience in ITSM and strong analytical skills. This position offers an opportunity to collaborate with cross-functional IT teams to enhance overall service delivery.