ENGAGEMENT MANAGER - Qatar
Role Overview
Engagement Manager role based onsite in Qatar for a 12-month duration.
The position leads large-scale IT service delivery and managed service desk operations.
Key Skills for This Role
Full Job Posting
Position details
Engagement Manager role based onsite in Qatar for a 12-month duration.
The position leads large-scale IT service delivery and managed service desk operations.
Education and certifications
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- PMP certification and ITIL Foundation or ITIL 4 certification are mandatory.
- Microsoft 365 certification is preferred.
Experience and capabilities
- At least 10 years managing similar large-scale IT programs.
- Experience in IT service delivery management and managed service desk operations.
- Strong stakeholder, client engagement, and vendor management expertise; in-depth knowledge of SLA and KPI governance, service quality, and reporting.
- Experience managing resources and onsite and field support teams of 15 or more; knowledge of ITIL service operations and continuous improvement.
Language requirements
- Fluency in Arabic and English is mandatory, with excellent spoken and written communication in both languages.
Responsibilities
- Serve as the client's single point of contact for service delivery and engagement matters.
- Manage managed service desk and end-user support operations, including onsite and field services; ensure SLA compliance, service quality, and customer satisfaction.
- Lead service review meetings, reporting, and dashboard presentations; drive continuous improvement.
- Lead and mentor 16 or more support engineers, including rostering, performance evaluation, and training.
- Manage escalations, risks, and issues; ensure adherence to ITIL incident, request, problem, and change processes.
Submission documents
- The posting requests Arabic and English CVs and copies of PMP, ITIL, and Microsoft 365 certificates.
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