Overview
Service Delivery Manager Jobs in Doha, Qatar at Starlink Qatar
The Service Delivery Manager (SDM) is responsible for leading the end-to-end delivery of Enterprise ICT Managed Services, ensuring operational excellence, contractual SLA/KPI achievement, customer satisfaction, and continual service improvement within a 24×7 mission-critical environment. The role is accountable for service governance, service assurance, operational performance, executive stakeholder management, and the leadership of multidisciplinary technical teams.
Key Responsibilities
- Lead the delivery of Enterprise ICT Managed Services in accordance with contractual SLAs, KPIs, and operational governance frameworks.
- Manage end-to-end Service Delivery, Incident Management, Major Incident Management, Problem Management, Change Management, and Continual Service Improvement (CSI).
- Ensure operational excellence across Network Operations, Service Assurance, Field Operations, and Technical Support functions.
- Drive service performance, operational efficiency, customer satisfaction, and continuous improvement initiatives.
- Act as the primary escalation point for service delivery and executive customer engagement.
- Lead operational governance meetings, service reviews, KPI reporting, risk management, and service improvement programs.
- Ensure compliance with ITIL best practices, operational procedures, and service governance standards.
- Manage cross-functional teams, vendors, and stakeholders to ensure seamless service delivery.
Mandatory Qualifications & Experience
- Bachelor’s degree in Information Technology, Computer Science, Telecommunications, Engineering, or a related discipline.
- Minimum 12 years of experience within the Telecommunications industry, with a strong focus on Enterprise ICT Managed Services.
- Minimum 5 years of experience as a Service Delivery Manager supporting large-scale Telecom Managed Services operations.
- Mandatory experience working with a Tier-1 Telecommunications Operator or a leading Telecom Managed Services Provider.
- Proven experience managing 24×7 Enterprise ICT Managed Services with contractual SLA, KPI, OLA, and governance responsibilities.
Demonstrated expertise in:
Service Delivery Management, Service Assurance, Incident Management, Major Incident Management, Problem Management, Change Management, Continual Service Improvement (CSI), and Customer & Executive Stakeholder Management.
Strong technical understanding of Enterprise ICT technologies, including: MPLS, SD-WAN, Enterprise WAN, Internet Services, Data Centre & Cloud Services, Collaboration Solutions, and Managed Security Services.
- Hands-on experience with Open Text Service Manager, Oracle Siebel, or equivalent enterprise ITSM platforms.
- Strong leadership experience managing multidisciplinary technical and operational teams within a mission-critical 24×7 environment.
Mandatory Certifications
- ITIL 4 Managing Professional (MP) or ITIL 4 Strategic Leader (SL).
- Project Management Professional (PMP) certification.
#J-18808-Ljbffr
Title: Service Delivery Manager
Company: Starlink Qatar
Location: Doha, Qatar
Category: