Manager ITSM - Qatar Airways - Doha, Qatar

Qatar Airways; Qatar; On-site; QAR 223,200 - 290,160; Full time

Benefits offered by this job

Opportunity for career growth

Engagement in AI transformation across IT operations

Job summary

Qatar Airways is seeking a Manager ITSM based in Doha, Qatar. This role involves leading the enterprise IT service management across the group, ensuring reliable IT services and customer satisfaction. The ideal candidate will have over 8 years of experience with strong ITSM skills, familiar with platforms like ServiceNow, and capabilities in AI integration.

You will be responsible for managing ITIL processes, automation, and creating a strong recovery and compliance strategy within our IT framework. Join us to drive transformation and improve user experience on a large scale.

Qualifications

• Minimum of 8 years of relevant experience managing IT infrastructure and ITSM.
• Experience in a global corporate environment.
• Strong knowledge of ITSM best practices.

Responsibilities

• Lead enterprise ITSM operations including 24-7 Network Operations Center.
• Define and own the IT business continuity strategy.
• Enhance self-service and automate request handling through ITSM platforms.

Skills

ITSM best practices

ServiceNow

24-7 operations management

Leadership

Communication skills

Education

Bachelor's degree or equivalent

Tools

BMC

Job description

Position Overview

Manager ITSM roles in Doha, Qatar lead enterprise IT service management across Qatar Airways Group, ensuring reliable, efficient, and customer-focused IT services.

This role owns end-to-end ITSM delivery including 24-7 network operations, incident, change, release, and problem management, while advancing automation, AI adoption, and continual service improvement to support business continuity and superior end-user experience.

Job Details

• Country: Qatar
• City: Doha
• Industry: Airlines/Aviation
• Function: IT Project Management
• Salary: 20000-26000 monthly (Market estimated)
• Gender: Any
• Candidate Nationality: Any
• Job Type: Full-time

Key Responsibilities

• Lead enterprise ITSM operations including 24-7 Network Operations Center and core ITIL processes
• Define and own IT business continuity strategy aligned with corporate business continuity plans
• Enhance self-service capabilities and automate request and incident handling through ITSM platforms
• Integrate AI and automation into ITSM workflows to improve efficiency, reduce costs, and elevate user experience
• Standardize IT processes across the organization and ensure adherence to agreed service levels
• Build strong relationships with internal and external stakeholders and manage supplier performance
• Communicate complex technical concepts clearly to non-technical stakeholders
• Define, communicate, and report Service Level Objectives and Agreements with clear metrics and CSFs
• Manage CMDB accuracy and governance
• Operate a continual service improvement framework with regular reviews, surveys, and action plans
• Plan and execute disaster recovery drills and backup restoration tests with executive reporting
• Create and maintain ITSM knowledge content, process documentation, and playbooks
• Ensure ISO20000 compliance and manage related audits

Ideal Profile

• Bachelor's degree or equivalent with a minimum of 8 years of relevant experience
• Proven experience managing enterprise IT infrastructure and ITSM in a global corporate environment
• Strong knowledge of ITSM best practices and platforms such as ServiceNow, BMC, or equivalent
• Experience managing multiple support teams and 24-7 operations
• Understanding of airline IT operations is highly desirable
• Excellent English communication skills with strong leadership, coaching, and mentoring capability

Preferred Qualifications

• ITIL certification
• PMP or PRINCE2 certification
• Experience managing IT infrastructure for an airline or airport
• Knowledge of cloud-based ITSM solutions and cloud infrastructure

Why Join Us

• Lead enterprise-scale IT service management for a world-class airline group
• Drive AI-enabled transformation across IT operations
• Influence reliability, resilience, and end-user experience at scale
• Build a long-term leadership career within Qatar Airways based in Doha, Qatar