Service Delivery Specialist

Arab Solutions; Doha; On-site; QAR 60,000 - 120,000; Full time

Job summary

Arab Solutions is seeking a Service Delivery Specialist to lead IT support service delivery for business users in Qatar. The role emphasizes maintaining service quality, user satisfaction, and operational efficiency across incident, problem, and service desk processes.

You will drive ITIL-based governance, supervise service desk operations, coordinate with vendors and technical teams, and implement continual service improvements to optimise performance and customer experience.

Qualifications

• ITIL Foundation certification required; ITIL Intermediate/Managing Professional preferred.
• Strong problem-solving and analytical skills.
• Experience managing Service Desk and End-User Support operations.

Responsibilities

• Lead and manage the delivery of IT support services to business users.
• Ensure service quality, user satisfaction, and operational efficiency.
• Develop and implement service improvement initiatives.
• Monitor SLA and KPI performance and report on them.
• Coordinate with technical teams and vendors to resolve issues.

Skills

Service Delivery

ITIL

Stakeholder management

Vendor management

Leadership

Problem solving

ITSM

Tools

ITSM tools

Job description

Job Role

Service Delivery Specialist

Experience

8-10 years

Location

Qatar

Onsite

Onsite

Duration

1 year

Key Responsibilities

• Service Delivery ManagementLead and manage the delivery of IT support services to business usersEnsure service quality user satisfaction and operational efficiencyDevelop and implement service improvement initiatives
• SLA Management amp ComplianceMonitor and report on SLA and KPI performanceEnsure incidents service requests and problems are managed within agreed service levelsIdentify trends and implement corrective actions to improve service performance
• Service Desk ManagementSupervise daily service desk operationsEnsure efficient ticket handling prioritization escalation and resolution processesImprove service desk workflows and customer experienceAnalyze support metrics and recommend service enhancements
• Problem Management amp Operational ExcellenceLead root cause analysis activities for recurring incidentsImplement preventive measures to reduce service disruptionsDrive continual service improvement initiatives across the departmentCoordinate with technical teams and vendors to resolve complex operational issues
• ITSM amp ITIL GovernanceEnsure full adoption and adherence to ITSM processes and ITIL best practicesDevelop and maintain operational policies SOPs and governance proceduresContribute to the development of IT service policies procedures and operational standards

Preferred Qualifications

Strong Service Delivery Management experience.Deep understanding of ITSM platforms and processes.ITIL Foundation certification (minimum); ITIL Intermediate/Managing Professional preferred.Excellent problem-solving and analytical skills.Strong stakeholder and vendor management capabilities.Experience managing Service Desk and End-User Support operations.

Core Competencies

Service Delivery Excellence SLA & KPI Management ITIL & ITSM Expertise Root Cause Analysis Continuous Service Improvement Customer Experience Management Team Leadership Strong Problem-Solving Skills