ENGAGEMENT MANAGER - Qatar

Job Title: Engagement Manager

Experience 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.