Service Delivery Manager (Arabic Speaker)

Hello,
Greetings from Proztec Qatar! I hope everything is going well with you.

JOB DESCRIPTION

The Service Delivery Manager is responsible for ensuring effective IT service delivery, governance, and SLA management across client environments. Acting as the single point of accountability, the role oversees service performance, vendor coordination, and continuous improvement initiatives to ensure high-quality service delivery aligned with business objectives. The Service Delivery Manager plays a key role in maintaining client satisfaction, managing escalations, and ensuring compliance with ITIL-based service management practices.

DUTIES & RESPONSIBILITIES

• Act as the single point of contact for all service delivery-related matters
• Manage and monitor SLAs, KPIs, and service performance metrics
• Conduct regular service review meetings with stakeholders and clients
• Ensure adherence to ITSM processes including Incident, Problem, and Change Management
• Lead governance meetings, reporting, and continuous service improvement initiatives
• Handle escalations and ensure timely resolution of critical issues
• Coordinate with internal teams and vendors to ensure seamless service delivery
• Drive process improvements and optimize service delivery frameworks
• Maintain service documentation, reports, and compliance records
• Ensure alignment of services with business needs and contractual obligations

SKILLS & ABILITIES

• Strong expertise in IT Service Management (ITSM) frameworks
• Proven experience in SLA management and service governance
• Excellent leadership and team management skills
• Strong communication and stakeholder management abilities
• Ability to manage multiple priorities in a fast-paced environment
• Strong analytical and problem-solving skills

POTENTIAL BACKGROUND

• Minimum 8+ years of experience in IT Service Delivery / IT Operations
• Experience managing enterprise-level service environments
• Strong exposure to client-facing roles and stakeholder management
• Experience working in structured ITIL environments

CERTIFICATIONS (MANDATORY/PREFERRED)

• ITIL v4 Foundation / Intermediate (Mandatory)
• PMP or PRINCE2 (Preferred)

LANGUAGE REQUIREMENT

• Arabic Speaker (Mandatory)

WORK LOCATION

• Onshore – Qatar

SOFT SKILLS

• Strong leadership and decision-making capabilities
• Excellent interpersonal and communication skills
• Ability to manage escalations and handle pressure effectively
• High ownership and accountability mindset
• Strong organizational and governance skills

If you’re interested or have relevant experience, feel free to share your updated CV.

Job Type: Full-time

Pay: QAR18,000.00 - QAR22,000.00 per month

Work Location: In person