Service Delivery Manager

Role overview

Starlink Qatar is looking for a Service Delivery Manager to oversee the full lifecycle of Enterprise ICT Managed Services in Doha. This position is responsible for maintaining strong operational control, meeting agreed SLA and KPI targets, keeping customers satisfied, and driving ongoing service enhancements in a 24/7 mission-critical environment. The role also includes service governance, service assurance, operational performance tracking, senior stakeholder coordination, and leadership of cross-functional technical teams.

Key responsibilities

• Direct the delivery of Enterprise ICT Managed Services in line with contractual SLA, KPI, and governance requirements.
• Oversee the complete service lifecycle, including incident handling, major incident resolution, problem management, change management, and continual service improvement.
• Maintain high standards across network operations, service assurance, field operations, and technical support activities.
• Improve service performance, operational effectiveness, customer experience, and continuous improvement outcomes.
• Serve as the main escalation contact for service delivery concerns and executive-level customer interactions.
• Lead governance forums, service review meetings, KPI dashboards, risk monitoring, and service improvement initiatives.
• Ensure adherence to ITIL practices, internal procedures, and service governance standards.
• Coordinate multidisciplinary teams, vendors, and stakeholders to support smooth end-to-end delivery.

Qualifications and experience

• A bachelor’s degree in Information Technology, Computer Science, Telecommunications, Engineering, or a closely related field is required.
• At least 12 years of experience in the telecommunications sector, with a strong emphasis on Enterprise ICT Managed Services.
• At least 5 years in a Service Delivery Manager role supporting large-scale telecom managed services operations.
• Experience with a Tier-1 telecom operator or a leading telecom managed services provider is mandatory.
• Proven background managing 24/7 Enterprise ICT Managed Services with responsibility for SLA, KPI, OLA, and governance obligations.
• Strong practical knowledge in service delivery management, service assurance, incident and major incident management, problem management, change management, CSI, and customer/executive stakeholder management.
• Solid technical understanding of Enterprise ICT solutions, including MPLS, SD-WAN, enterprise WAN, internet services, data centre and cloud services, collaboration tools, and managed security services.
• Hands-on experience using OpenText Service Manager, Oracle Siebel, or similar enterprise ITSM platforms.
• Demonstrated ability to lead multidisciplinary technical and operational teams in a mission-critical 24/7 environment.

Certifications

• ITIL 4 Managing Professional (MP) or ITIL 4 Strategic Leader (SL).
• Project Management Professional (PMP).

Application instructions

To apply, merge your CV together with copies of all certifications, including ITIL 4 MP/SL, PMP, and any other relevant certificates, into one PDF file and upload it as your resume attachment. Applications that do not include certification copies alongside the CV may not be reviewed.