Engagement Manager

منذ يوم

Doha, قطر Arab Solutions دوام كامل ‏١٨٠٬٠٠٠ ر.ق.‏ - ‏٣٠٠٬٠٠٠ ر.ق.‏/سنة

Experience

10 Yrs

Location

Onsite - Qatar

Duration

12 Months

Minimum Qualifications & Education

Education: Bachelor's Degree in Information Technology / Computer Science or related field.

Mandatory Certifications

  • Mandatory PMP - Project Management Professional
  • Mandatory ITIL Foundation
  • Mandatory ITIL 4 Certified
  • Microsoft 365 Certification (Preferred as per CV Requirement)

Required Experience

  • Minimum 10 Years of experience in managing similar large-scale IT Programs
  • Proven experience in IT Service Delivery Management and Managed Service Desk Operations
  • Strong expertise in Stakeholder Management, Client Engagement & Vendor Management
  • In-depth knowledge of SLA, KPI Governance, Service Quality Management & Reporting
  • Experience in Team Leadership, Resource Management, and managing Onsite & Field Support teams (15+ resources)
  • Knowledge of ITIL Framework, Service Operations, and Continuous Service Improvement (CSI)

Language Requirements

  • Bilingual - Fluent in Arabic & English (Mandatory)
  • Excellent verbal and written communication in both languages

Key Responsibilities

  • Act as the Single Point of Contact (SPOC) for the client for all service delivery and engagement matters
  • Manage and oversee the entire Managed Service Desk & End-User Support Services operations Onsite Field
  • Ensure 100 SLA compliance Service Quality and Customer Satisfaction
  • Lead Governance activities including Daily Weekly Monthly Service Review Meetings Reporting and Dashboard presentations
  • Drive Continuous Improvement Initiatives to enhance service efficiency and performance
  • Lead mentor and manage a team of 16 onsite & field support engineers including rostering performance evaluation and training
  • Manage escalations, risks and issues and ensure timely resolution
  • Ensure adherence to ITIL processes - Incident, Request, Problem and Change Management