SDM for Application Support & Development - Qatar

Role Summary:

The Service Delivery Manager (SDM) will oversee the end-to-end service delivery for an Application Support & Development project. This includes managing day-to-day operations, ensuring high-quality service levels, and maintaining smooth functioning across multiple technical domains. The SDM will bring a strong understanding of eServices, portals, workflows, automation systems, system integration, SOA solutions, mobile apps.

Key Responsibilities:

• Leadership & Coordination: Manage and lead a team of application support professionals, ensuring that key SLAs, KPIs, and client expectations are consistently met.
• Application Support Oversight: Oversee the support and maintenance of enterprise-level applications and platforms. Ensure prompt resolution of incidents, service requests, and problem tickets.
• Service Level Management: Establish and maintain strong relationships with clients, ensuring that all service delivery and support agreements are met.
• Collaboration & Communication: Serve as the primary point of contact for internal and external stakeholders, coordinating with various teams to ensure optimal service delivery.
• Change Management: Lead the change management process for applications, ensuring that all changes are evaluated, planned, and implemented with minimal disruption to service.
• Operational Excellence: Ensure continuous improvement in service delivery through performance metrics, feedback loops, and a focus on operational efficiencies.
• Technological Integration: Manage system integrations across various platforms, ensuring seamless data flow and integration with middleware, SOA solutions, and other enterprise applications.
• Vendor & Stakeholder Management: Oversee third-party vendors providing technical solutions, ensuring service quality and alignment with client requirements.

Required Skills and Experience:

• Proven Experience: Minimum of 10 years of experience in IT service management, with at least 5 years in a service delivery or application support role.
• Deep Knowledge & Experience with application design, application Integration, application support

Domain Knowledge:

• Deep understanding of eServices & Portals, Workflows & Automation Systems, ERP, System Integration & SOA Solutions, and Mobile Apps.
• Technical Expertise:
• Proficiency in Microsoft SharePoint, Integration Middleware – SOA (or similar technologies), Oracle ERP, Oracle Apex, and Appian (Low Code/No Code platforms or similar technologies).
• Hands-on experience with .NET Framework is required.
• Leadership: Strong leadership skills with the ability to motivate, guide, and mentor teams across diverse technical areas.
• Service Delivery Management: In-depth knowledge of ITIL frameworks and methodologies, particularly in managing large-scale application support projects.
• Problem-Solving & Analytical Skills: Ability to analyze complex systems, identify gaps, and implement effective solutions.
• Communication Skills: Excellent verbal and written communication skills in Arabic and English, with the ability to interact with technical and non-technical stakeholders.
• Certifications: ITIL certification is a must; PMP or similar project management certification is a plus.
• Location Requirement: The role requires the SDM to be on-site in Qatar.