Manager - Service Delivery (It)

**About You**

You will manage end to end IT Service Delivery for QR group and subsidiaries with an aim for continuous improvement in IT Support Services. You will lead IT Helpdesk & End User Services teams to provide efficient Level 1 & Level 2 support services to Business. You will be responsible for analysing ticket trends and introducing new measures and standards regularly for an enhanced User Experience while maintaining operational efficiency, Cybersecurity compliance, reduced cost of ownership. Manage Internet Domains and Telecom Support services for entire QR Group.

Role and Responsibilities
- Continuous review of service delivery using KPIs, Reports and other Statistical Data for process improvements, service automations and creating resource efficiencies.
- Develop efficient Helpdesk support model with emphasis on Excellent User Experience on all customer facing touch points by streamlining the processes and tasks related to IT Service Desk, Remote PC Support and End User Services team.
- Work with various teams in IT during incidents and problems to ensure quick service recovery for End-users and minimising downtime of IT systems.Oversees provisioning of IT services to all end users based on service requests so that all type of requests is recorded through a system for efficient service delivery and audit records.
- Manage and deliver IT services to staff during joining and separation. Provisioning and withdrawing IT devices, enabling and disabling End-user access ensuring there is no loss of productivity for new joiners and no Data breach or Asset loss due to improper clearance of separating employee.
- Ensure that the Service Provisioning tools are properly designed and meticulously tested by the respective teams before being released to Production.
- Manage the IT Helpdesk team to perform Level 1 & Level 2 support for Entire QR Group including Outstations to provide seamless service to business users. Ensure optimum rostering is followed, team is motivated and has required tools to provide excellent service support.
- Manage End User Services team for Access management, Telecom services provisioning and Internet Domain management; ensuring that only authorised users has required access to systems, issuance of mobile SIM cards and ADSL services are provided promptly with the right package and most importantly ownership of all the Internet Domains registered by QR group is properly maintained.
- Monitor the usage statistics in order to proactively troubleshoot potential issues in IT End-user services.
- Prepare, update and publish Policies and User guidelines for IT services to ensure End-user compliance to QR standards and cultivate self-service culture in end users

Be part of an extraordinary story

Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You’ll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future, and build the life you want while being part of an international community.

Our best is here and still to come. To us, impossible is only a challenge. Join us as we dare to achieve what’s never been done before. Together, everything is possible

**Qualifications**:
About you
- Bachelor’s Degree with minimum 9 years of job-related experience
- ITIL V3 (Information Technology Infrastructure Library) Certification
- Experience in IT Helpdesk and Service Provisioning
- Experience in Internet Domain management
- ITIL Framework for Service Lifecycle
- IT Service Provisioning Tool
- Process definition, workflow set up, structured problem solving.
- Effective written and spoken communication.
- Managerial skills - Ability to delegate work, set clear direction and manage workflow. Strong mentoring and coaching skills. Ability to train and develop subordinate's skills and foster teamwork among team members.

**About Qatar Airways Group**

Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We’ve grown fast, broken records and set trends that others follow. We don’t slow down by the fear of failure. Instead, we dare to achieve what’s never been done before.

So whether you’re creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination. Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries, and be part of a truly global community