Service Delivery Lead - Cloud and Systems (Managerial)

Service Delivery Lead, Cloud and Systems

Doha, Qatar. Confidential search.

About our client

Our client is a leading IT services provider in Qatar, delivering cloud, infrastructure and managed services to enterprise clients. Talent Leaders is managing this search on a confidential basis, and the client's name will be shared with shortlisted candidates at interview stage.

The role

You will lead the delivery of cloud and systems services to the client's customers. The role owns service quality, SLA performance and the day-to-day client relationship, and leads the technical team that runs the cloud and systems platforms. It reports to the Head of Service Delivery.

Key responsibilities

Lead the cloud and systems technical team, and set and maintain the technology standards for infrastructure and business application platforms.
Own the end-to-end delivery of cloud and systems services to clients, making sure services are delivered on time and to the agreed service levels.
Act as the primary point of contact for clients on service matters, manage expectations and handle escalations.
Monitor and enforce SLAs, report service performance, and take action on deviations.
Manage day-to-day operations and make sure policies, procedures and documentation are in place and followed.
Plan and allocate the people, processes and technology needed to deliver services, and optimise resource utilisation.
Contribute to the annual budget for the function, including staffing and financial requirements, and track performance against objectives.
Negotiate contract scope with vendors and manage vendor and partner performance.
Provide technical and operational input to the service portfolio and service design teams on new services and products, and manage the platform lifecycle from concept through to operations.
Drive continuous improvement across incident, problem and change management to raise customer satisfaction and operational efficiency.
Coach and develop team members and make sure knowledge is shared across the team.
Make sure all services are delivered in line with applicable laws, regulations and industry standards.

Requirements

Bachelor's degree in Computer Science, Information Systems, Engineering or equivalent.
Project management certification such as PMP or PRINCE2.
9 or more years of experience in information technology, including recent experience leading a service delivery or infrastructure operations team.
Proven experience managing client relationships and negotiating and enforcing SLAs, ideally with an IT service provider, managed service provider or systems integrator.
Hands-on background in cloud and systems platforms such as virtualisation, server operating systems, storage and backup, and private or public cloud.
In-depth knowledge of IT service management, including incident, problem and change management. ITIL certification is preferred.
Familiarity with CMMI, TIA-942, Uptime Institute and Zachman frameworks is an advantage.
Strong leadership and team management skills.
Able to communicate with clients at business, technical and operational level. Excellent written and spoken English.

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Service Delivery Lead - Cloud and Systems (Managerial)