IM&T Service Delivery Lead

The IM&T Service Delivery Lead is responsible for providing support

to the provision of robust and reliable IT services at the Qatar Technical

Institute (QTI) .

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 .

This role is based at QTI , providing coordination and execution of both non-recurring and

recurring IM&T activities required to support training delivery.

Liaison with UK-based IM&T teams will be undertaken as required to ensure

establishment and continued operation of IT solutions.

Core Activity

• 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)
  
  

What We Are Looking For

• 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

Qualifications/Functional

Knowledge

• 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