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. #J-18808-Ljbffr
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Guardian Secure Services