Service Delivery Manager (Arabic Speaker)

Hello,

Job Description

Duties & Responsibilities

• Act as the single point of contact for all service delivery-related matters
• Manage and monitor SLAs, KPIs, and service performance metrics
• Conduct regular service review meetings with stakeholders and clients
• Ensure adherence to ITSM processes including Incident, Problem, and Change Management
• Lead governance meetings, reporting, and continuous service improvement initiatives
• Handle escalations and ensure timely resolution of critical issues
• Coordinate with internal teams and vendors to ensure seamless service delivery
• Drive process improvements and optimize service delivery frameworks
• Maintain service documentation, reports, and compliance records
• Ensure alignment of services with business needs and contractual obligations

Skills & Abilities

• Strong expertise in IT Service Management (ITSM) frameworks
• Proven experience in SLA management and service governance
• Excellent leadership and team management skills
• Strong communication and stakeholder management abilities
• Ability to manage multiple priorities in a fast-paced environment
• Strong analytical and problem-solving skills

Potential Background

• Minimum **8+ years of experience** in IT Service Delivery / IT Operations
• Experience managing enterprise-level service environments
• Strong exposure to client-facing roles and stakeholder management
• Experience working in structured ITIL environments

Certifications (Mandatory/Preferred)

• ITIL v4 Foundation / Intermediate (Mandatory)
• PMP or PRINCE2 (Preferred)

Work Location

• Onshore – Qatar

Soft Skills

• Strong leadership and decision-making capabilities
• Excellent interpersonal and communication skills
• Ability to manage escalations and handle pressure effectively
• High ownership and accountability mindset
• Strong organizational and governance skills
• If you’re interested or have relevant experience, feel free to share your updated CV.

Job Type: Full-time