Service Delivery Manager - Qatar

Job Summary Key Responsibilities • Manage day-to-day delivery of application managed services (support, maintenance, and enhancements) for client business applications. • Coordinate with application support teams (L1/L2/L3), developers, infrastructure, cloud, security, and helpdesk teams to ensure stable application performance. • Monitor SLA and KPI performance (response and resolution times, application availability, backlog, and customer satisfaction), and ensure service targets are met. • Act as the main contact for business users and application owners on service issues. • Coordinate and follow up on application incidents, problems, and service requests, ensuring root cause analysis and permanent fixes. • Support the management of major incidents and escalations affecting business-critical applications. • Coordinate application changes, releases, and deployments, ensuring they are properly planned, tested, approved, and implemented. • Work with external vendors, software providers, and subcontractors, and monitor their service performance against contracts. • Prepare regular service reports, SLA dashboards, and performance updates for management and clients. • Identify opportunities to improve application stability, performance, automation, and support efficiency (e.g., reducing recurring incidents and ticket volumes). • Ensure application services follow established ITIL and service management processes. • Support projects and ensure new or upgraded applications are properly transitioned to the AMS operations team, including knowledge transfer, documentation, and run-books. • Maintain good communication with technical teams, management, vendors, and business stakeholders. • Familiarity with NOC, SOC, and MSP operating models, and how they integrate with application support. Requirements • Bachelor’s degree in IT, Computer Science, or a related field. • 7+ years of IT experience, including at least 3 years in application support or managed services. • Good understanding of application operations and the application lifecycle (SDLC, release management, application monitoring). • Experience managing application support, helpdesk, ITIL processes, SLAs, KPIs, incidents, problems, and changes. • Exposure to NOC and SOC operations is an advantage. • ITIL certification preferred.

Bachelor’s degree in IT, Computer Science, or a related field. 7+ years of IT experience, including at least 3 years in application support or managed services. Good understanding of application operations and the application lifecycle (SDLC, release management, application monitoring). Experience managing application support, helpdesk, ITIL processes, SLAs, KPIs, incidents, problems, and changes. Exposure to NOC and SOC operations is an advantage. ITIL certification preferred.

Manage day-to-day delivery of application managed services (support, maintenance, and enhancements) for client business applications. Coordinate with application support teams (L1/L2/L3), developers, infrastructure, cloud, security, and helpdesk teams to ensure stable application performance. Monitor SLA and KPI performance (response and resolution times, application availability, backlog, and customer satisfaction), and ensure service targets are met. Act as the main contact for business users and application owners on service issues. Coordinate and follow up on application incidents, problems, and service requests, ensuring root cause analysis and permanent fixes. Support the management of major incidents and escalations affecting business-critical applications. Coordinate application changes, releases, and deployments, ensuring they are properly planned, tested, approved, and implemented. Work with external vendors, software providers, and subcontractors, and monitor their service performance against contracts. Prepare regular service reports, SLA dashboards, and performance updates for management and clients. Identify opportunities to improve application stability, performance, automation, and support efficiency (e.g., reducing recurring incidents and ticket volumes). Ensure application services follow established ITIL and service management processes. Support projects and ensure new or upgraded applications are properly transitioned to the AMS operations team, including knowledge transfer, documentation, and run-books. Maintain good communication with technical teams, management, vendors, and business stakeholders. Familiarity with NOC, SOC, and MSP operating models, and how they integrate with application support.