IT Operations and Service Delivery Manager (Qatari)

Key Roles & Responsibilities

IT Infrastructure Management (Fleet & Land-Based):

• Oversee end-to-end IT infrastructure operations across Company vessels and shore-based offices.

• Ensure vessel IT Infrastructure and systems are reliable, secured, and aligned with business operational requirements.

• Drive proactive maintenance schedules, incident response, and upgrades for fleet and land-based infrastructure.

• Coordinate with Company Business to minimize service disruptions and optimize technology uptime.

• maintain a detailed vessel IT architecture roadmap in collaboration with Company business stakeholders and in alignment with the IT Strategy.

• Lead evaluation, selection, and implementation of technology upgrades across Fleet and office environments.

Service Desk & End User Support

• Oversee the service desk team and ensure SLAs are met for all user requests, incidents, and support tickets.

• Implement and refine ITSM processes (ITIL-aligned), ensuring consistent user experience and resolution tracking.

• Analyze service metrics, drive root cause analysis, and propose automation or procedural improvements where necessary to IT Management.

• Maintain and update the IT service catalog and streamline support processes for Company end users

• Act as Liaison between IT Operations and Applications teams as well as Business Units to align service delivery with organizational needs

• Oversee end-user computing services, including laptops, desktops, printers, and peripheral devices, ensuring lifecycle management, standardization, reliability, and effective support across the organization.

• Lead and manage major incident escalation, ensuring rapid coordination across technical teams, vendors, and business stakeholders to minimize impact and restore services within agreed SLAs.

Cloud & Core Infrastructure (Windows/Linux)

• Direct the management of both Windows and Linux environments hosted on cloud and hybrid infrastructure.

• Ensure high availability, performance monitoring, capacity planning, and patching/maintenance compliance across platforms.

• Lead cloud migration or modernization efforts, ensuring cost optimization and security controls are in place ensuring the alignment with IT Strategy.

• Oversee the operations, availability, and performance of Company’s Data Center and Disaster Recovery (DR) environments, ensuring secure, resilient, and high-performing infrastructure supporting Company systems.

Stakeholder Management, Negotiation & Governance

• Influence business and IT stakeholders on investment and operational decisions.

• Lead technical evaluation during negotiations with third-party vendors, to drive value to Company.

• Manage contract lifecycle for all IT Operations services.

• Present infrastructure roadmaps, performance metrics, and risk mitigation plans to IT Management.

Strategy, Policy & Compliance

• Develop and enforce IT infrastructure policies, with a dedicated framework tailored for vessel environments.

• Develop, review and enhance all IT Operations processes and procedures to comply with the relevant IT standards, laws and frameworks.

• Define IT Operations objectives in alignment with IT Strategy, Company Business priorities, and regulatory requirements.

People Management

• Provide recommendations on new hires and ensure the availability of all resources required to perform assigned tasks and activities

• Lead, motivate and develop the IT Operations team; assign work, monitor performance and review results.

• Act as a coach to subordinates, identify their training and career development, recommend training courses and follow-up on their personnel records such as timesheets, discipline, vacations, leaves and absenteeism.

• Perform other job-related duties as assigned.

Key Requirements

Education & Professional Qualification:

• Bachelor's Degree in Information Technology, Computer Engineering or equivalent.

Professional Experience:

• At least 6-10 years experience in the field of Infrastructure and End-User facing Operations and IT Service Management.

• Minimum of 2 years experience in a managerial role.

• Proven experience supporting large-scale marine or fleet IT environments is preferred

• Demonstrated knowledge of ITIL Framework and/or ITSM (Incident, problem (including root cause analysis), change, service request, capacity planning, configuration management etc)

• Strong technical skills in multiple domains (Cloud and Hybrid Infrastructure and operations, Telecommunications and Networking, Microsoft Ecosystem, IT Service Management, and Project Management)

• Experience in developing and communicating technical objectives and plans

• Experience in Business management in terms of developing and assessing business cases for IT investments

• Demonstrated success in contract negotiation and vendor performance management.

Computer Skills:

• Fluent with Cloud Technologies, IT Service Management tools, servers, communication and network equipment and Microsoft Ecosystem.

Language Skills:

• Business English Fluent

• Arabic language is an advantage

Market/Industry/Functional Knowledge:

• Strong knowledge of the functionality and business process

• Strong understanding of ITIL Frameworks and best practices

• Strong knowledge in different communication equipment

• Strong knowledge in IT security

• Strong knowledge of back office applications implementation and support

• Strong project and stakeholder management capabilities.

• Excellent analytical, communication, and leadership skills