IT Operations and Service Delivery Manager (Qatari)

Overview

This role requires managing IT infrastructure and services for both maritime fleets and shore offices, ensuring operational continuity and alignment with business needs.

Key Responsibilities

• Oversee complete IT infrastructure for company vessels and shore locations, maintaining reliability and security.
• Establish and implement maintenance programs, incident response strategies, and infrastructure upgrades for fleet and land-based environments.
• Collaborate with business teams to minimize downtime and maximize technology availability.
• Create and maintain detailed IT architecture roadmaps for vessels aligned with company IT strategies.
• Lead the assessment, selection, and deployment of technological enhancements across fleet and office spaces.
• Manage the service desk team to meet all SLA targets for user requests, incidents, and support issues.
• Implement and improve IT service management processes based on ITIL principles to enhance user satisfaction and streamline issue resolution.
• Analyze service data, conduct root cause analysis, and champion automation or procedural advancements as needed.
• Maintain and optimize the IT service catalog and user support workflows.
• Serve as the intermediary between IT operations, application teams, and business units to ensure cohesive service delivery.
• Manage end-user computing devices, ensuring lifecycle management and reliable support across the organization.
• Lead coordination and escalation efforts during major incidents involving technical teams, vendors, and stakeholders, aiming to restore services swiftly within SLA standards.
• Direct management of Windows and Linux systems on cloud and hybrid platforms, ensuring uptime, monitoring, capacity planning, patching, and maintenance compliance.
• Guide cloud migration and modernization projects emphasizing cost efficiency and security aligned with IT strategies.
• Supervise the data center and disaster recovery infrastructure to maintain secure, resilient, and high-performance environments supporting company systems.
• Engage with business and IT leaders to influence investment and operational decisions, manage third-party vendor negotiations, and oversee contract lifecycles.
• Present infrastructure roadmaps, performance updates, and risk mitigation strategies to IT management.
• Develop and enforce IT infrastructure policies tailored to vessel operations.
• Review and update IT operations procedures to ensure compliance with applicable standards, laws, and frameworks.
• Set IT operations goals that align with broader IT strategies, business priorities, and regulatory requirements.
• Provide recruitment recommendations, ensuring adequate resourcing for task execution.
• Lead, motivate, and develop the IT operations team, including performance monitoring and task assignment.
• Coach team members, identify training needs, recommend courses, and manage personnel records including attendance, discipline, and leaves.
• Perform additional duties as assigned.

Qualifications and Experience

• Bachelor's degree in Information Technology, Computer Engineering, or related field.
• 6 to 10 years of experience in infrastructure and end-user operations and IT service management.
• At least 2 years in a managerial capacity.
• Prior experience with large-scale marine or fleet IT environments preferred.
• Proficiency with ITIL framework and ITSM processes such as incident, problem, change, and capacity management.
• Strong technical knowledge across cloud and hybrid infrastructure, telecommunications, networking, Microsoft technologies, IT service management, and project leadership.
• Experience in drafting and communicating technical plans and objectives.
• Business acumen in developing and evaluating IT investment cases.
• Proven track record in contract negotiation and managing vendor performance.
• Fluency in business-level English; Arabic language skills are a plus.

Technical Skills

• Cloud technology proficiency
• IT service management platforms
• Server and network equipment management
• Microsoft ecosystem expertise

Additional Information

• Strong knowledge of IT security and back office application support.
• Expertise in communication equipment and project management.
• Excellent analytical, leadership, and communication capabilities.