Position Summary:
Zero One Solutions is seeking an experienced, highly technical, and accomplished Lead Service Management professional with 13+ years of IT service management experience to join our client engagement team on an 8-month contract basis in Qatar (candidates must be currently available in Qatar). In this specialized ITSM leadership and service architecture role, you will spearhead implementing, improving, and governing enterprise ITSM processes, designing service integrations, and leading IT infrastructure service management operations. You will work closely with IT leadership, business analysts, and cross-functional technology squads to ensure alignment with ITIL best practices and business objectives. Ideal candidates bring a robust academic degree in computer science or information technology, deep practical mastery of SMAX, UCMDB, and Universal Discovery, and immediate availability for deployment in Qatar.
Detailed Job Description:
As a Lead Service Management professional at Zero One Solutions in Qatar, you will take full ownership of enterprise service management frameworks, ITIL/ITSM process design, service integration architecture, and operational governance. Your day-to-day responsibilities encompass managing Incident, Problem, Change, Request, Release, Service Level, Configuration, Service Catalogue, and Service Continuity Management lifecycles, leveraging SMAX, UCMDB, and Universal Discovery tools, and conducting business analysis and process design. You will prepare executive reports, utilize Microsoft Project, Visio, and PowerPoint for architectural design presentations, and manage stakeholder relationships across high-pressure environments. Working in a fast-paced technology consulting environment in Qatar, you will drive operational excellence and service delivery success.
Key Responsibilities:
- Lead and oversee enterprise IT Service Management (ITSM) operations, strategy, and process improvements aligned with ITIL frameworks.
- Implement, configure, and optimize ITSM solutions utilizing SMAX, UCMDB, and Universal Discovery platforms.
- Design complex ITSM system integrations and comprehensive enterprise service management architectures.
- Manage end-to-end lifecycles for Incident, Problem, Change, Request, Release, Service Level, Configuration, and Service Continuity Management.
- Conduct IT infrastructure process design, business analysis, service architecture planning, and gap analyses.
- Develop and present architectural diagrams, workflow blueprints, and project schedules utilizing Microsoft Project, Visio, and PowerPoint.
- Collaborate proactively with cross-functional technical teams, department heads, and executive stakeholders to resolve service bottlenecks.
- Monitor service level agreements (SLAs), operational metrics, and key performance indicators to ensure continuous service improvement.
- Maintain comprehensive technical documentation, process governance manuals, and service catalogue inventories.
- Drive service continuity planning and risk management across mission-critical enterprise IT environments.
Required Qualifications & Skills:
- Bachelor’s or Master’s degree in Computer Science, Information Technology, or a related technical discipline.
- Minimum 13+ years of professional working experience in IT service management, ITSM consulting, or enterprise service architecture.
- Strong, demonstrated ITIL/ITSM expertise with proven experience implementing and improving enterprise ITSM processes.
- Hands-on practical knowledge and implementation experience with SMAX, UCMDB, and Universal Discovery.
- Solid understanding of Incident, Problem, Change, Request, Release, Service Level, Configuration, and Service Continuity Management.
- Proficiency in Microsoft Project, Visio, and PowerPoint for project management and diagramming.
- Excellent analytical, problem-solving, planning, and stakeholder-management skills with strong written and verbal English communication.
- Professional availability for contract employment in Qatar with immediate joining or very short notice period (Application email: ).
Nice-to-Have Skills:
- Official ITIL Expert or ITIL Managing Professional (MP) certifications.
- Bilingual proficiency in Arabic and English (advantageous).
- Prior working experience in banking, telecommunications, or government sectors across the GCC.
- Advanced project management certifications (PMP, PRINCE2, Agile Scrum Master).
- Experience with automated service desk workflows and AI-driven ITSM ticketing solutions.
Application Information:
- Recruiter: Zero One Solutions Recruitment Team
- Contact Name: Anj F. (Recruitment Specialist)
- Email:
- Phone: Unspecified
- Application URL: Unspecified
- Salary/Rate: 12,000 QR All Inclusive
- Deadline: Open until filled
- Notice Period: Immediate joiners or candidates with a very short notice period are strongly preferred
- Contract Duration: 8 Months Contract (Qatar – Must be available in Qatar)
Recruitment Pro Tip:
When applying for senior ITSM leadership roles, ensure your resume explicitly highlights your SMAX/UCMDB implementation experience, ITIL process ownership scale, and stakeholder management track record.
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