Service Delivery Manager

Madre Integrated Engineering; Doha; On-site; QAR 240,000 - 360,000; Full time

Job summary

Madre Integrated Engineering is seeking a senior manager to run day-to-day IT service delivery in a 24x7 environment. The role focuses on SLA performance, shift-based delivery, reporting, and continuous improvement in a fast-paced setting.

You will lead incident, problem, and change coordination with a strong emphasis on workforce rostering and customer service. A Bachelor’s or Diploma in IT/Engineering is required, with ITIL certification highly preferred.

Qualifications

• Bachelor's Degree or Diploma in IT, Engineering, or related field.
• Minimum 8 years of experience in IT service delivery.
• Experience managing a 24x7 support operation.
• Experience producing SLA and service-performance reports from an ITSM tool.
• ITIL Expert / ITIL Managing Professional certification.
• Strong rostering and workforce-management capability.
• Strong operational leadership, reporting, analysis, and customer-service skills.

Responsibilities

• Manage day-to-day service operations and shift-based delivery.
• Oversee SLA/KPI performance, reporting, and continuous improvement.
• Coordinate incident, problem, and change management within the 24x7 operations pool.

Skills

IT service delivery

SLA reporting

Workforce rostering

Incident management

Customer service

Leadership

Education

Bachelor's/Diploma in IT or Eng

Job description

Madre Integrated Engineering | Full time

Responsible for managing day-to-day service operations, shift-based delivery, SLA and KPI performance, reporting, rostering, the shared 24x7 operations pool, incident management, problem management, change coordination, and continuous improvement.

Requirements

• Bachelor's Degree or Diploma in IT, Engineering, or related field.
  
• Minimum 8 years of experience in IT service delivery.
  
• Experience managing a 24x7 support operation.
  
• Experience producing SLA and service-performance reports from an ITSM tool.
  
• ITIL Expert / ITIL Managing Professional certification.
  
• Strong rostering and workforce-management capability.
  
• Strong operational leadership, reporting, analysis, and customer-service skills.