Senior IT Service Delivery Lead - Onsite 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

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.