Senior Service Manager – Run & Maintain | Doha, Qatar

Job title: Senior Service Manager – Run & Maintain | Doha, Qatar The role A government ministry in Qatar is building a national digital platform. It brings services from many government and private-sector organisations into one place for citizens. Once it goes live, someone has to make sure it keeps working. You will be the first hire in the programme's service management function. Your first job is to settle who is responsible for each part of the platform: infrastructure, application updates, the API gateway, identity and login, and the connections to each organisation. Some of these are currently unassigned or only assumed. You then design the service levels, on-call rota, incident escalation and tooling around that ownership. You also run it. We need someone who has taken an operating model off paper and into daily practice, trained the people who use it, and stayed with it after go-live. What you'll do • Agree who owns each part of the platform across the delivery vendor, the hosting provider and the programme • Design SLAs, on-call rotas and escalation paths • Roll out the operating model, train the teams, and own it once it's live • Coordinate incidents between the vendor, the hosting provider, the citizen support channel and the affected organisation, so citizens don't have to explain an issue twice • Specify and bring in a shared ticketing system, such as ServiceNow or Jira Service Management • Set up first-line citizen support with the government service channel • Report on service performance, incidents and risk to programme leadership • Lead service readiness for go-live and stabilisation afterwards • Build and lead the service management team What you'll bring • 8–10+ years in IT service management or service operations • Experience setting up a service management function from scratch on a large multi-vendor programme • ITIL-based operating model design: RACI, SLAs, incident and problem management, on-call • A record of coordinating several parties where no one of them owns the whole service • Incident management on 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 preferred); ServiceNow certification also a plus • A degree in IT, computer science, business or a related subject The role includes on-call duty outside normal hours as the platform grows. To apply Send your CV with a few lines on a service management function you set up from scratch: how many vendors or parties were involved, and how you made it work after go-live. Show more Show less

8–10+ years in IT service management or service operations; Experience setting up a service management function from scratch on a large multi-vendor programme; ITIL-based operating model design: RACI, SLAs, incident and problem management, on-call; A record of coordinating several parties where no one of them owns the whole service; Incident management on 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 preferred); ServiceNow certification also a plus; A degree in IT, computer science, business or a related subject

Agree who owns each part of the platform across the delivery vendor, the hosting provider and the programme; Design SLAs, on-call rotas and escalation paths; Roll out the operating model, train the teams, and own it once it's live; Coordinate incidents between the vendor, the hosting provider, the citizen support channel and the affected organisation; Specify and bring in a shared ticketing system, such as ServiceNow or Jira Service Management; Set up first-line citizen support with the government service channel; Report on service performance, incidents and risk to programme leadership; Lead service readiness for go-live and stabilisation afterwards; Build and lead the service management team