bayt
Service Delivery Manager
Unknown
Baladiyat ad Dawhah, QAT
Director
Onsite
Discovered 3 weeks ago
IT service delivery24x7 support operationsSLA and KPI managementITSM toolsITIL Expert or ITIL Managing Professional certificationRostering and workforce management
Free
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IT service delivery24x7 support operationsSLA and KPI management
Role Overview
Manage day-to-day service operations and shift-based delivery.
Lead SLA and KPI performance for the service function.
Oversee the shared 24x7 operations pool.
Key Skills for This Role
IT service delivery24x7 support operationsSLA and KPI managementITSM toolsITIL Expert or ITIL Managing Professional certificationRostering and workforce management
Full Job Posting
Role Overview
Manage day-to-day service operations and shift-based delivery.
Lead SLA and KPI performance for the service function.
Oversee the shared 24x7 operations pool.
Responsibilities
- Produce service-performance reports.
- Manage rostering and workforce allocation.
- Coordinate incident, problem, and change management.
- Drive continuous improvement across service operations.
Requirements
- Bachelor's degree or diploma in IT, engineering, or a related field.
- At least 8 years of IT service delivery experience.
- Experience managing a 24x7 support operation.
- Experience producing SLA and service-performance reports from an ITSM tool.
- ITIL Expert or ITIL Managing Professional certification.
- Strong rostering, workforce-management, leadership, reporting, analysis, and customer-service skills.
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