8 IT Service Management jobs in Qatar

We’re Hiring: Customer Service Delivery Manager

Keeta is an independent brand of Meituan, the world's largest tech-driven retail company. Keeta is revolutionizing the food delivery space. As a dynamic and innovative global platform, Keeta leverages cutting-edge technology to provide fast, reliable, and seamless food delivery experiences. With the mission "We help people eat better, live better", Keeta launched in 2023 and has rapidly expanded across key regions, including Hong Kong and now Saudi Arabia.

Are you a strategic leader with a passion for delivering top-tier customer experiences? Do you have the expertise to drive performance across both in-house and Business Process Outsourcing (BPO) teams while ensuring quality at every touchpoint? If so, we want to hear from you!

What You’ll Do

• Overseeing service delivery for both BPO and in-house teams
• Managing client relationships and ensuring SLAs are met
• Driving performance, quality, and efficiency across all customer service channels
• Implementing and optimizing customer service technologies and processes
• Leading, mentoring, and developing high-performing teams
• Analyzing customer interaction data to identify trends and opportunities for improvement
• Managing vendor relationships and ensuring seamless service delivery

Why Keeta?

• Innovation-Driven: Keeta uses the advanced technology solutions to disrupt the traditional food delivery landscape, making every order smarter and faster.
• Fast-Growing & Dynamic: Keeta is expanding quickly, offering endless opportunities for personal and professional growth.
• Global Impact: Join a company that’s transforming the way people enjoy food, impacting communities around the world.

What We’re Looking For

• 5+ years of experience in customer service management (multi-channel preferred)
• Proven expertise in managing both in-house and outsourced teams
• Strong leadership, problem-solving, and decision-making skills
• Proficiency in customer service technologies, CRM systems & COPC standards
• Experience in budget management, data analysis & performance reporting
• Ability to thrive in a fast-paced, dynamic environment

Location: Doha, Qatar

If you’re ready to take on a role that makes a real impact on customer satisfaction and loyalty, apply now and be part of a team that’s redefining service excellence!

Our client’s Microsoft Business Solutions team is a Microsoft Gold Partner and leader in Microsoft software implementations for medium to large organisations. They provide their clients with the ability to keep up with the ever-changing digital world by implementing Microsoft’s Enterprise Resource Planning (ERP) and Customer Engagement (CE) software from the Microsoft Dynamics 365 (D365) software line. As they continue to grow and strengthen their support and managed services offerings, they are seeking an experienced Service Delivery Manager to join their team.

Job Type : Full Time

Workplace : Onsite

Location : Malta, Europe (Relocate to Malta)

Relocation : VISA & Relocation Package Included

Requirements

• Minimum of 7 years’ service delivery management experience working within an IT Support / Managed Services environment
• Good communication skills and an excellent command of the English language
• Strong customer focus with the ability to operate at all contact levels including senior management / director level
• Demonstrable problem-solving skills
• Strong commercial acumen, with the ability to identify and effectively communicate commercial opportunities and issues
• Organised and delivery-focused, with strong planning skills and process-driven approach
• Superior time-management skills along with a strong sense of urgency
• People-oriented, with team leadership qualities, and experience influencing leadership communities at various levels
• Able to work independently with minimal supervision
• ITIL certified

Responsibilities

• Provide end-to-end ownership of customer service contracts
• Build relationships with customers to ensure renewals of managed service contracts year on year
• Manage financial aspects of customer service contracts
• Work across ITIL-based services, incident, problem, change, and release management processes to ensure excellent customer experience
• Coordinate efforts and liaise between onshore, nearshore, and offshore teams
• Ensure consistent delivery of contracted services to end customers
• Implement effective management and process controls, with escalation procedures where necessary
• Act as a point of contact and escalation for contracted end customers
• Track service performance and prepare reports on SLAs & KPIs
• Produce regular management reports and attend review meetings
• Analyze trends and root causes to provide feedback and actions
• Manage service improvement plans with end customers
• Collaborate with the team for continual service improvement
• Follow the client’s Information Security Policies (ISP and ISMP) at all times

Microsoft Business Solutions Overview

Our client is committed to providing long-term career development opportunities, including training, mobility options, and community involvement activities. They foster an environment that encourages authenticity, values contributions, and inspires leadership. They offer various rewards and promote honest conversations about career growth, aiming to bring out the best in their team members.

Relocation support is available to assist with the transition, including assistance for family relocation. The client looks forward to welcoming new team members and supporting their growth.

• Provide VMware support including incident and service requests
• Advance support of Windows OS Servers
• Manage Active Directory, DNS, DHCP, File and Print Services
• Vulnerability mitigation to keep systems up to date
• Mail service management: Microsoft Exchange and Microsoft 365
• Patch Management using WSUS & SCCM.
• Applying OS hardening policies.
• Participate in root cause analysis of major incidents
• Provide security compliance under relevant security policies
• Configuring Azure services to meet the needs of the organization