Service Delivery Specialist

Employment; Doha; On-site; QAR 180,000 - 300,000; Full time

Job summary

Employment is seeking a Service Delivery Specialist in Qatar (onsite) to lead IT support services for business users, ensuring service quality and customer satisfaction.

The role emphasizes ITIL-aligned service management, SLA/KPI monitoring, and continuous service improvement, with 8–10 years of relevant experience and a focus on stakeholder and vendor coordination.

Qualifications

• 8-10 years of experience in IT service delivery.
• ITIL Foundation certification required; ITIL Intermediate preferred.
• Experience with ITSM platforms and processes.

Responsibilities

• Lead and manage the delivery of IT support services to business users; ensure service quality and user satisfaction.
• Monitor SLA and KPI performance; manage incidents, service requests, and problems within agreed levels.
• Supervise daily service desk operations; optimize ticket handling, escalation, and resolution workflows.

Skills

Service Delivery

ITIL Foundation

Vendor management

Stakeholder management

Problem solving

Analytical skills

Service Desk management

End-User support

Job description

Industry Information Technology and Services

Job Role: Service Delivery Specialist

Experience: 8-10 years

Location: Qatar (Onsite)

Duration: 1 year

Key Responsibilities

• Service Delivery Management: 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.
• SLA Management & Compliance: Monitor and report on SLA and KPI performance. Ensure incidents, service requests, and problems are managed within agreed service levels. Identify trends and implement corrective actions to improve service performance.
• Service Desk Management: Supervise daily service desk operations. Ensure efficient ticket handling, prioritization, escalation, and resolution processes. Improve service desk workflows and customer experience. Analyze support metrics and recommend service enhancements.
• Problem Management & Operational Excellence: Lead root cause analysis activities for recurring incidents. Implement preventive measures to reduce service disruptions. Drive continual service improvement initiatives across the department. Coordinate with technical teams and vendors to resolve complex operational issues.
• ITSM & ITIL Governance: Ensure full adoption and adherence to ITSM processes and ITIL best practices. Develop and maintain operational policies, SOPs, and governance procedures. Contribute 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

Skills:

• itil,kpi,service improvement,sla,itsm,service delivery