IM&T Service Delivery Manager

Job Description

The Service Delivery Manager is responsible for providing
inspirational leadership to the provision of robust IT services across the
whole of Qatar.

The post holder is accountable on behalf of IM&T and EIT UK
for the installation, commissioning, and ongoing support of all aspects of the
in-country IT solution in support of the Qatar Operations.

Additionally, the post holder is responsible for all day-to-day
administration and support activities of the IT solution in place for the Qatar
Technical Institute (QTI), Qatar Branch Office (QBO), Aircraft Maintenance
Operations Bases (MoB) and BAE Systems Strategic Aerospace Services Head Office
(BSL-HO).

This
role will manage all In-Country project activities. As such, the role will be split between QTI
and Dukhan for co-ordination and execution of the Non-Recurring and Recurring
IT aspects of the Project and Services including liaison with the UK based
teams to ensure establishment and ongoing operation of all solutions.

Core Activity

The Service Delivery Manager is
accountable for effective stakeholder management, including:

• Regular formal reporting of the emerging IT proposals and
  deliverables to the Customer and EIT.
  
• Effective communications to all project stakeholders to ensure
  shared understanding of the status of and issues around the IT solution/s.
  
• Effective communications with the end customer to ensure they are
  briefed and bought in to the solution and its deployment plan.
  

The Service Delivery Manager is
accountable for the following Project Management aspects:

• Effective reporting of the status of development / deployment and
  continuing service throughout mobilization, deployment, and support phases.
  
• Ensure that deliverables are timely and accepted to BAE Systems
  satisfaction.
  

The Service Delivery Manager is
accountable for solution implementation and Support in terms of:

• Management of the installation, commissioning, and ongoing
  performance of all IT systems.
  
• Provision of expert technical support to the Project Management
  and Procurement team during IT related 3rd party negotiations.
  
• Execution of all routine housekeeping tasks as required.
  
• Interfacing with the customer and reporting on the status of the
  solution/s as required.
  
• Assist in the management of all facilities upon which the solution/s
  is based.
  
• Assist in the management of all support for the business
  applications.
  
• Working
  closely with the Procurement team, assist in the management of all aspects of
  ordering and receipt of new and replacement equipment.
  

The Service Delivery Manager is
accountable for supplier management in terms of:

• Development and maintenance of excellent relationships with all
  suppliers, both UK and on shore.
  
• Management of the ongoing performance of Qatari based IS / IT
  suppliers in provision of agreed support services.

What we are Looking For:

• Strong Project Reporting skill and relevant experience in the
  co-ordination and facilitation of IT solution development and delivery
  
• A solid understanding of a broad range of IT Disciplines, such as
  ITIL.
  
• Significant experience of IT infrastructure and any impact the
  military environment we operate in would have.
  
• A strong understanding of Air Sector processes, including the ELC
  and LCM Review processes.
  
• Good awareness of functional activities especially Project
  Management, Supply Chain, Engineering and Commercial across a Line of Business.
  
• Communications skills will be needed to translate IT concepts and
  options in plain business language to better inform decision making.
  
• Appreciation of Project Management basics, managing to time cost
  and quality.
  
• Excellent communication skills.
  
• Ability to self-motivate to deliver results often in challenging
  timescales.
  
• Regular interface with Business and Functional Teams across BAE
  Systems.
  
• Should ideally have had experience with working with other
  cultures and a multi-national Customer and supplier base.
  
• Must be able
  to manage a team and suppliers.
  
• Troubleshoot
  and analyse issues with IT equipment to ensure availability to our customers.
  

Requirements

• At least 5 years of technical knowledge of cloud and/or on prem
  infrastructure.
  
• ITIL Foundation qualification.
  
• ITIL Practitioner would be an advantage.
  
• Any Azure and/or M365 qualifications would be highly desirable.
  
• Understanding and experience of Middle Eastern culture.
  
• Knowledge of BAE Systems support tools such as Service Now, would be an advantage.
  
• Knowledge of BAE Systems EIT, would be an advantage.