Engagement Manager

10+ Yrs

Location

Onsite - Qatar Duration 12 Months Minimum Qualifications

Education

Bachelor's Degree in Information Technology / Computer Science or related field .Mandatory Certifications: PMP - Project Management Professional (Mandatory)ITIL Foundation / ITIL 4 Certified (Mandatory) 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
• CV Submission

Requirements

• Must submit Bilingual CVs (One in Arabic + One in English)
• Must attach valid copies of PMP, ITIL & Microsoft 365 Certificates
• Incomplete submissions will be rejected

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
• Desired Candidate Profile

Education

Experience

Requirements

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

Requirements

• Must submit Bilingual CVs (One in Arabic + One in English)
• Must attach valid copies of PMP, ITIL & Microsoft 365 Certificates
• Incomplete submissions will be rejected