IM&T Service Delivery Lead

Job Description

The IM&T Service Delivery Lead is responsible for providing support
to the provision of robust and reliable IT services at the Qatar Technical
Institute (QTI).

The post holder
is responsible, on behalf of the Technical Operations Manager, for the installation,
commissioning, and ongoing support of all aspects of the QTI IM&T solution in direct support of training delivery.

Additionally,
the post holder is responsible for all day-to-day administration and support
activities of the IT solutions in place for the Qatar Technical
Institute (QTI) only.

This role is based at QTI, providing coordination and execution of both non-recurring and
recurring IM&T activities required to support training delivery.
Liaison with UK-based IM&T teams will be undertaken as required to ensure
establishment and continued operation of IT solutions.

Core Activity:

• Installation, commissioning, operation, and
  ongoing performance of all QTI IT systems
  
• Execution of all routine housekeeping and
  maintenance tasks as required
  
• Acting as the primary on-site IM&T point
  of contact for QTI staff and instructors
  
• Reporting service status, risks, and issues to
  the Technical Operations Manager
  
• Supporting the management of facilities-based IT
  systems upon which training delivery depends
  
• Supporting the administration and availability of
  business and training applications, including LMS/VLE platforms
  
• Is responsible for the creation and maintenance
  of local IM&T deployment and sustainment plans for QTI
  
• Will adopt appropriate ITIL, IM&T and/or EIT
  processes, scaled for a training environment
  
• Will implement processes for identification and
  management of incidents and issues that could jeopardise training delivery
  
• Will provide hands-on technical support to
  training staff, students, and QTI teams
  
• Will implement continual improvement activities
  to ensure IT services continue to meet training and business needs
  
• Will
  provide day-to-day supervision, tasking, and technical guidance to on-site
  IM&T technician(s)
  

What we are looking for:

• Good
  service reporting skills and relevant experience in the coordination and
  delivery of IT solutions
  
• An
  understanding of a broad range of IT disciplines, including ITIL principles
  
• Experience
  supporting IT infrastructure and end-user systems in an operational environment
  
• Communication
  skills to translate IT concepts and issues into clear business language
  
• Appreciation
  of basic project management principles, including time, cost, and quality
  
• Excellent
  communication and stakeholder engagement skills
  
• Ability
  to self-motivate and deliver results in time-critical training environments
  
• Regular
  interface with business and functional teams, including UK-based support
  functions
  
• Experience
  working with multi-national teams and customers would be advantageous
  
• Ability
  to troubleshoot and analyse issues with IT equipment to ensure availability to
  users
  
• Ability to create and maintain documentation to
  support efficiency and continuous improvement
  
  

Requirements

Qualifications/Functional
Knowledge:

• At least 2 years’
  technical experience supporting cloud and/or on-premise IT
  infrastructure
• ITIL Foundation and/or
  Practitioner qualification – desirable
• Azure and/or M365 qualifications – desirable
• Knowledge of service management
  tools (e.g. ServiceNow) – advantageous
• Understanding of Middle Eastern operational
  environments – desirable