Service Management Specialist

Fusion Outsourcing; Doha; On-site; QAR 200,000 - 400,000; Full time

Job summary

A leading outsourcing company in Qatar is seeking a Service Management Senior Specialist to oversee ITIL service management functions. The role focuses on ensuring service continuity and performance improvement through effective process management and reporting. Ideal candidates will have over 8 years of experience in ITSM and strong analytical skills. This position offers an opportunity to collaborate with cross-functional IT teams to enhance overall service delivery.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• ITIL Expert or ITIL Managing Professional certification preferred.
• Strong understanding of ITSM tools.

Responsibilities

• Design and implement ITSM processes aligned with organizational goals.
• Manage service reporting and SLA dashboards.
• Lead ITSM process architecture reviews.
• Conduct service analytics to identify improvement opportunities.
• Collaborate with IT teams to optimize service delivery.
• Maintain ITSM documentation and performance metrics.

Skills

ITIL-based process architecture

Analytical skills

Communication skills

KPI/SLA tracking

Education

Bachelor’s degree in Computer Science or related field

ITIL Expert or ITIL Managing Professional certification

Tools

ManageEngine

ServiceNow

BMC

Job description

Job Summary

The Service Management Senior Specialist is responsible for overseeing core ITIL service management functions, including incident, problem, change, and asset management. The role ensures service continuity, timely resolution of disruptions, adherence to service levels, and continuous improvement of IT processes. The position also involves trend analysis, root cause analysis (RCA), maintaining asset data integrity, and supporting change initiatives while aligning with organizational IT governance standards.

Required Skills

• Expertise in ITIL-based process architecture and ITSM governance.
• Advanced analytical and reporting skills, including KPI/SLA tracking and trend analysis.
• Strong communication, documentation, and presentation capabilities.
• Ability to translate service performance data into actionable recommendations.

Key Responsibilities

• Design, implement, and continuously improve ITSM processes and service workflows aligned with organizational goals.
• Manage service reporting and SLA dashboards, ensuring accuracy, transparency, and useful performance insights.
• Lead ITSM process architecture reviews to enhance efficiency and maturity levels.
• Conduct service analytics to identify improvement opportunities and support data-driven decision-making.
• Collaborate with cross-functional IT teams to optimize end-to-end service delivery and enhance user satisfaction.
• Maintain ITSM documentation, process maps, and performance metrics for audit and governance requirements.

Minimum Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• ITIL Expert or ITIL Managing Professional certification preferred.
• Strong understanding of ITSM tools such as ManageEngine, ServiceNow, or BMC.

Minimum Experience

• At least 8 years of experience in IT Service Management, including a minimum of 3 years in a senior ITSM role.
• Proven experience in process design, improvement, and governance across Incident, Problem, Change, and Service Level Management.