Senior Service Manager – Run & Maintain | National Digital Platform | Doha, Qatar

The role

Responsibilities

• Agree ownership of platform infrastructure, application updates, API gateway, identity and login, and organisational connections across the vendor, hosting provider, and programme.
• Design SLAs, on-call rotas, incident escalation, and supporting tooling.
• Roll out the operating model, train teams, and own it after launch.
• Coordinate incidents across the vendor, hosting provider, citizen support channel, and affected organisation.
• Specify and introduce shared ticketing, such as ServiceNow or Jira Service Management, and establish first-line citizen support.
• Report performance, incidents, and risks to programme leadership; lead go-live readiness and stabilisation.
• Build and lead the service management team; undertake on-call duty outside normal hours as the platform grows.

What you'll bring

• 8–10+ years in IT service management or service operations.
• Experience establishing a service management function from scratch on a large multi-vendor programme.
• ITIL-based operating model design covering RACI, SLAs, incident and problem management, and on-call arrangements.
• Experience coordinating multiple parties where no one party owns the full service, and managing incidents for a live public-facing digital service.
• Experience specifying and implementing ITSM tooling; clear reporting to non-technical senior leaders.
• Government or regulated-sector experience is a plus.
• ITIL 4 is a plus; Managing Professional is preferred; ServiceNow certification is also a plus.
• Degree in IT, computer science, business, or a related subject.

Application

• Applicants are asked to describe a service management function they established from scratch, including the parties involved and how it worked after go-live.