Senior Service Delivery Manager

Job Description

Position: Service Delivery Manager

Reporting To: General Manager

Location: Doha, Qatar

Employment Type: Full-time

Role Overview

The Service Delivery Manager ensures the seamless delivery of IT services to clients while maintaining high

standards of quality, efficiency, and customer satisfaction. This role acts as a bridge between clients, internal

teams, and senior management, overseeing service operations, project delivery, and client relationships. The

ideal candidate is proactive, customer-focused, and capable of leading teams and projects in a fast-paced,

contracting IT environment. The role may require travel to client sites or project locations as needed and

flexibility to manage urgent escalations outside standard working hours.

Key Responsibilities

Service Delivery & Operations

 Oversee day-to-day delivery of IT services to clients, ensuring compliance with service level

agreements (SLAs) and contractual obligations.

 Monitor service performance, including incident resolution, service requests, and operational metrics,

to maintain high-quality standards.

 Implement and maintain IT service management (ITSM) processes and best practices to optimize

efficiency and effectiveness.

 Manage service delivery teams, including allocation of resources, task prioritization, and workflow

coordination.

 Ensure all service documentation, reports, and records are accurate and up to date.

Client Relationship Management

 Serve as the primary point of contact for clients regarding service delivery, escalations, and

performance reporting

 Maintain strong, proactive relationships with client stakeholders to ensure expectations are met or

exceeded

 Conduct regular client meetings, review performance, and address any concerns or service gaps

promptly

 Provide guidance and strategic recommendations to clients on IT service improvements or

optimizations

Project & Resource Management

 Collaborate with project managers, technical teams, and operations to ensure timely and successful

service delivery

 Manage staffing, schedules, and resource allocation to meet client requirements and deadlines

 Identify skill gaps and coordinate training or development plans for team members

 Track project progress, deliverables, and milestones, ensuring alignment with client expectations

Continuous Improvement & Reporting

 Monitor KPIs, SLAs, and service metrics to identify trends and areas for improvement

 Drive process improvements to enhance service quality, operational efficiency, and customer

satisfaction

 Prepare and present regular service reports to clients and internal leadership, including performance

metrics, incident analysis, and recommendations

 Ensure adherence to organizational policies, procedures, and IT governance standards

Escalation & Risk Management

 Handle client escalations professionally and promptly, ensuring effective resolution and follow-up

 Identify potential risks in service delivery and implement mitigation strategies

 Collaborate with technical teams to proactively prevent recurring issues

Qualifications & Experience

 Bachelor’s degree in IT, Computer Science, Business Administration, or related field

 10 years in service delivery, client management, or IT operations in a contracting environment.

 ITIL and PMP Certification Preferred.

 Proven experience managing teams, client accounts, and service delivery processes

 Strong communication, presentation, and interpersonal skills

 Excellent problem-solving, analytical, and decision-making abilities

Skills & Competencies

 Exceptional organizational and time-management skills

 Ability to lead, motivate, and manage technical teams

 Customer-focused mindset with strong relationship-building skills

 Proactive, adaptable, and solution-oriented

 Ability to handle multiple projects and priorities simultaneously

 High level of professionalism, integrity, and discretion