Senior IT Service Delivery Lead - MSP & Client Engagement

Arab Solutions; Doha; On-site; QAR 150,000 - 200,000; Full time

Job summary

Arab Solutions is seeking an Engagement Manager for an onsite 12-month assignment in Doha, Qatar. The role demands 10+ years of experience overseeing large-scale IT programs, with strong client engagement, stakeholder management, and vendor coordination.

PMP and ITIL certifications are mandatory, and bilingual proficiency in Arabic and English is required. Responsibilities include managing the end-to-end service delivery and MSP/End-User Support operations onsite and in the field, ensuring 100%

Qualifications

• Bachelor's degree in IT or CS required.
• PMP and ITIL Foundation/ITIL 4 mandatory.
• Microsoft 365 Certification preferred.
• 10+ years managing large-scale IT programs.
• Experience in IT Service Delivery and Managed Service Desk operations.
• Strong knowledge of SLA/KPI governance, service quality management and reporting.
• Knowledge of ITIL framework and CSI.
• Bilingual in Arabic and English required.

Responsibilities

• Act as the Single Point of Contact (SPOC) for the client for all service delivery and engagement matters.
• Manage 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.

Skills

Stakeholder Management

Client Engagement

Vendor Management

Team Leadership

Service Quality

Education

Bachelor's Degree in IT / CS

Tools

Microsoft 365

ITIL

Job description

Arab Solutions is seeking an Engagement Manager for an onsite 12-month assignment in Doha, Qatar. The role demands 10+ years of experience overseeing large-scale IT programs, with strong client engagement, stakeholder management, and vendor coordination.

PMP and ITIL certifications are mandatory, and bilingual proficiency in Arabic and English is required. Responsibilities include managing the end-to-end service delivery and MSP/End-User Support operations onsite and in the field, ensuring 100%