Service Delivery Manager
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Key skills for this role
About the Role
Confidential ELV systems provider seeks an experienced Service Delivery Manager to lead maintenance service delivery across 50+ active contracts in Qatar. You will own end-to-end service delivery, SLA compliance, and client reporting while leading multi-site teams of 50+ engineers.
Key Skills for This Role
Responsibilities
- Manage day to day corrective and preventive maintenance delivery across all AMC contracts, ensuring SLA targets are met
- Act as first line escalation point for service issues and own the escalation matrix per contract
- Administer the full work order lifecycle in MRI Evolution CAFM: dispatching, prioritization, PPM scheduling, asset registers, SLA dashboards, and closure quality
- Drive CAFM adoption across the technician workforce and maintain unified internal visibility
- Lead monthly SLA review meetings with key clients and deliver professional performance reports
- Plan manpower allocation across contracts and shifts; coordinate subcontractors, OEM vendors, and spare parts planning
- Identify small works and variation opportunities within contract scope and support renewals with performance data
Requirements
- Bachelor's Degree in Electronics, Electrical, or Telecommunications Engineering
- 10–15 years of total experience, with a minimum of 5 years in ELV service / AMC maintenance in a supervisory or managerial capacity
- Hands on experience with MRI Evolution Facilities Management System or equivalent enterprise CAFM
- Strong technical background in IP CCTV / VMS platforms, Access Control systems, and professional AV systems
- Proven experience managing multi site teams of 20+ technicians under 24/7 AMC obligations
- Excellent English communication and client facing skills
- Qatar / GCC experience preferred
- Valid Qatar driving license preferred
Full Job Posting
About the Role
- We are looking for an experienced Service Delivery Manager to lead maintenance service delivery across our portfolio of 50+ active maintenance contracts in Qatar, covering CCTV & video surveillance, Access Control, and AV systems for enterprise clients in the oil & gas, government, education, and co
- You will own end to end service delivery — SLA compliance, PPM programs, escalation management, and client reporting — while leading multi site teams of 50+ engineers, supervisors, and technicians through two service leads and a central support team.
Key Responsibilities
- Manage day to day corrective and preventive maintenance delivery across all AMC contracts, ensuring SLA targets (response, resolution, PPM completion, first time fix) are met and recovered when at risk
- Act as first line escalation point for service issues and own the escalation matrix per contract
- Administer the full work order lifecycle in MRI Evolution CAFM: dispatching, prioritization, PPM scheduling, asset registers, SLA dashboards, and closure quality
- Drive CAFM adoption across the technician workforce and maintain unified internal visibility, including summary mirroring for sites operating on client mandated systems
- Lead monthly SLA review meetings with key clients and deliver professional performance reports
- Plan manpower allocation across contracts and shifts; coordinate subcontractors, OEM vendors, and spare parts planning
- Identify small works and variation opportunities within contract scope and support renewals with performance data
Requirements
- Bachelor's Degree in Electronics, Electrical, or Telecommunications Engineering
- 10–15 years of total experience, with a minimum of 5 years in ELV service / AMC maintenance in a supervisory or managerial capacity
- Mandatory: hands on experience with MRI Evolution Facilities Management System (or an equivalent enterprise CAFM with willingness to certify on MRI Evolution during probation)
- Strong technical background in IP CCTV / VMS platforms, Access Control systems, and professional AV systems; BMS and structured cabling exposure is an advantage
- Proven experience managing multi site teams of 20+ technicians under 24/7 AMC obligations
- Excellent English communication and client facing skills; experience leading SLA review meetings with enterprise clients
- Qatar / GCC experience preferred; MOI SSD security systems exposure and manufacturer certifications (Milestone, Genetec, Lenel, Honeywell, Crestron, Extron) are an advantage
- Familiarity with client CMMS platforms (SAP PM) is an advantage
- Valid Qatar driving license preferred
What We Offer
- Competitive all inclusive package with family status
- A senior, high visibility role with direct ownership of a large and growing contract portfolio
- The opportunity to shape service delivery standards, KPIs, and CAFM driven operations in one of Qatar's leading ELV service organizations
How to Apply
- This is a confidential search. Apply via LinkedIn Easy Apply or send your CV with the subject line 'SDM – O&M'. Company details will be shared with shortlisted candidates.
- Only shortlisted candidates will be contacted.
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