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