Service Delivery Specialist - Qatar (Onsite)

Arab Solutions; Doha; On-site; QAR 150,000 - 210,000; Full time

Job summary

Arab Solutions in Qatar is seeking a Service Delivery Specialist to lead IT support service delivery for business users onsite. The role emphasizes SLA/KPI governance, service desk supervision, and ongoing service improvements in a 1-year engagement.

The candidate should have 8–10 years of experience, ITIL Foundation, and proven ability to manage stakeholders and vendors while improving service quality and user satisfaction.

Qualifications

• 8–10 years of experience in service delivery management.
• ITIL Foundation certification (minimum).
• Experience with Service Desk and End-User Support operations.
• Strong stakeholder and vendor management capabilities.
• Excellent problem-solving and analytical skills.

Responsibilities

• Lead and manage the delivery of IT support services to business users.
• Monitor and report on SLA and KPI performance; ensure incidents and requests are managed within agreed service levels.
• Supervise daily service desk operations and optimize ticket handling, escalation, and resolution workflows.
• Lead root cause analysis and implement preventive measures to reduce service disruptions.
• Ensure ITSM governance, ITIL best practices, and development of policies and SOPs.

Skills

Service Delivery Management

ITIL Foundation

ITSM processes

Stakeholder management

Vendor management

End-User Support operations

Problem solving

Tools

ITSM platforms

Job description

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