Service Delivery Manager

About the Role

Join a premier ELV Systems & Technology Services provider in Doha, Qatar, as a Service Delivery Manager. This leadership position entails overseeing the end-to-end delivery of maintenance services for over 50 active AMC contracts. These contracts span CCTV & video surveillance, Access Control, and AV systems implemented across enterprise sectors such as oil & gas, government, education, and commercial industries.

Key Responsibilities

• Supervise daily corrective and preventive maintenance activities across all maintenance agreements, ensuring adherence to SLA benchmarks including response times, resolution efficiency, PPM completion, and first-time fix ratios, while initiating recovery plans if required.
• Serve as the primary escalation contact for service-related issues, managing escalation procedures according to contract specifications.
• Oversee the comprehensive work order management through MRI Evolution CAFM software; this includes task dispatching, prioritization, scheduling of preventive maintenance, asset management, SLA monitoring dashboards, and verifying quality upon completion.
• Promote the adoption of CAFM technology among technicians, maintaining consistent operational transparency internally and synchronizing with client CMMS tools where applicable.
• Conduct monthly SLA review sessions with key clients to present performance analyses and reports.
• Organize manpower scheduling across contracts and shifts, coordinate with subcontractors and OEM vendors, and support spare parts procurement planning.
• Identify minor work opportunities and contract variations to aid contract renewals supported by data-driven performance evidence.

Requirements

• Bachelor's degree in Electronics, Electrical, or Telecommunications Engineering.
• Between 10 to 15 years of relevant professional experience, with a minimum of 5 years in ELV service or AMC maintenance roles involving supervisory or managerial responsibilities.
• Mandatory hands-on expertise with MRI Evolution Facilities Management System or similar CAFM systems, with a willingness to pursue MRI Evolution certification during probation.
• Strong technical knowledge of IP CCTV/Video Management Systems, Access Control, and professional AV systems; familiarity with Building Management Systems and structured cabling is beneficial.
• Demonstrated capability managing multi-site teams of over 20 technicians under continuous, 24/7 AMC service conditions.
• Superior English communication skills and experience leading SLA review meetings with enterprise customers.
• Experience working within Qatar or the GCC region is preferred; exposure to MOI SSD security systems and certifications from manufacturers like Milestone, Genetec, Lenel, Honeywell, Crestron, and Extron is advantageous.
• Knowledge of client CMMS platforms such as SAP PM is a plus.
• Possession of a valid Qatar driving license is preferred.

Benefits

• Attractive all-inclusive remuneration package inclusive of family status benefits.
• A senior leadership position offering high visibility and direct responsibility for a substantial, expanding portfolio of contracts.
• An opportunity to establish service delivery excellence, KPI frameworks, and CAFM-based operational models within one of Qatar’s leading ELV service firms.