Service Management Specialist
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Location:
Qatar Employment Type: Contract / Managed Services Job Summary We are looking for an experienced Service Management Specialist to manage and improve IT service management processes in line with ITIL best practices. The role will monitor service performance, SLA/KPI adherence, incidents, service requests, changes, and problem management while coordinating with IT support teams, vendors, and business stakeholders. The ideal candidate should have strong ITSM process knowledge, experience with ITSM tools, and strong reporting, analytical, and stakeholder management skills.
Key Responsibilities
- Monitor and manage IT service management processes in line with ITIL best practices.
- Track service performance, SLA adherence, and KPIs, and proactively escalate issues.
- Coordinate with IT support teams on incident, service request, change, and problem management.
- Monitor and follow up on incidents and service-related issues to ensure timely resolution.
- Prepare operational reports, dashboards, SLA reports, and service reviews for management.
- Maintain service documentation, workflows, procedures, and knowledge base content.
- Coordinate with external vendors and multiple IT support teams.
- Act as a liaison between IT Operations, support teams, and business stakeholders.
- Identify opportunities to improve IT service quality, efficiency, and operational processes.
- Support continuous improvement initiatives and ITSM process enhancements.
- Provide guidance on ITSM workflows and improvements to ITSM tools. Minimum Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent professional experience.
- ITIL Foundation certification is required.
- ITIL Intermediate certification is an advantage.
- Relevant ITSM tool certifications are an advantage. Minimum Experience
- 5–7 years of experience in IT Service Management or IT Operations.
- Strong experience managing Incidents, Service Requests, Changes, and Problems.
- Hands-on experience with ITSM tools such as ManageEngine, Micro Focus, or similar platforms.
- Proven ability to implement and maintain ITIL-aligned processes.
- Experience monitoring SLAs, KPIs, service performance, and service reporting.
- Experience coordinating with multiple IT support teams and external vendors.
- Strong analytical, organizational, communication, and problem-solving skills.
- Experience working in regional or multicultural environments is an advantage. Interested Candidates Interested candidates are encouraged to apply with an updated CV highlighting their ITSM, ITIL, incident/change management, SLA/KPI monitoring, and service management experience.
Location:
- Qatar (Required) Work
Location:
In person
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