IM&T Service Delivery Lead

The post holder
is responsible, on behalf of the Technical Operations Manager, for the installation,
commissioning, and ongoing support of all aspects of the QTI IM&T solution in direct support of training delivery.

Additionally,
the post holder is responsible for all day-to-day administration and support
activities of the IT solutions in place for the Qatar Technical
Institute (QTI) only.

• Installation, commissioning, operation, and
  ongoing performance of all QTI IT systems
  
• Execution of all routine housekeeping and
  maintenance tasks as required
  
• Acting as the primary on-site IM&T point
  of contact for QTI staff and instructors
  
• Reporting service status, risks, and issues to
  the Technical Operations Manager
  
• Supporting the management of facilities-based IT
  systems upon which training delivery depends
  
• Supporting the administration and availability of
  business and training applications, including LMS/VLE platforms
  
• Is responsible for the creation and maintenance
  of local IM&T deployment and sustainment plans for QTI
  
• Will adopt appropriate ITIL, IM&T and/or EIT
  processes, scaled for a training environment
  
• Will implement processes for identification and
  management of incidents and issues that could jeopardise training delivery
  
• Will provide hands-on technical support to
  training staff, students, and QTI teams
  
• Will implement continual improvement activities
  to ensure IT services continue to meet training and business needs
  
• Will
  provide day-to-day supervision, tasking, and technical guidance to on-site
  IM&T technician(s)
  

• Good
  service reporting skills and relevant experience in the coordination and
  delivery of IT solutions
  
• An
  understanding of a broad range of IT disciplines, including ITIL principles
  
• Experience
  supporting IT infrastructure and end-user systems in an operational environment
  
• Communication
  skills to translate IT concepts and issues into clear business language
  
• Appreciation
  of basic project management principles, including time, cost, and quality
  
• Excellent
  communication and stakeholder engagement skills
  
• Ability
  to self-motivate and deliver results in time-critical training environments
  
• Regular
  interface with business and functional teams, including UK-based support
  functions
  
• Experience
  working with multi-national teams and customers would be advantageous
  
• Ability
  to troubleshoot and analyse issues with IT equipment to ensure availability to
  users
  
• Ability to create and maintain documentation to
  support efficiency and continuous improvement

Requirements

• At least 2 years’
  technical experience supporting cloud and/or on-premise IT
  infrastructure
• ITIL Foundation and/or
  Practitioner qualification – desirable
• Azure and/or M365 qualifications – desirable
• Knowledge of service management
  tools (e.g. ServiceNow) – advantageous
• Understanding of Middle Eastern operational
  environments – desirable