وظائف مهندسين ميكانيكا - الدوحة قطر

Company Description<br> <br>Work with Us. Change the World.<br> <br>At AECOM, we're delivering a better world. Whether improving your commute, keeping the lights on, providing access to clean water, or transforming skylines, our work helps people and communities thrive. We are the world's trusted infrastructure consulting firm, partnering with clients to solve the world’s most complex challenges and build legacies for future generations.<br> <br>There has never been a better time to be at AECOM. With accelerating infrastructure investment worldwide, our services are in great demand. We invite you to bring your bold ideas and big dreams and become part of a global team of over 50,000 planners, designers, engineers, scientists, digital innovators, program and construction managers and other professionals delivering projects that create a positive and tangible impact around the world.<br> <br>We're one global team driven by our common purpose to deliver a better world. Join us.<br> <br>Job Description<br> <br>We are seeking an experienced and detail-oriented Senior Commercial Manager - Fit Out to join our dynamic team in Doha, Qatar. In this pivotal role, you will lead comprehensive commercial and contractual management across fit-out projects, ensuring financial control, contractual compliance, and successful project delivery. You will serve as a key strategic partner to clients, contractors, and internal teams, driving commercial excellence through transparent negotiations, robust risk management, and innovative problem-solving.<br> Lead end-to-end commercial and contract administration, including procurement support, contract administration, payment assessments, formal correspondence, claims defense, and contractual compliance throughout the project lifecycle Manage the complete variation and change management process, from identification and entitlement review through cost and time evaluation, negotiation, recommendation, approval, and closure, ensuring comprehensive substantiation and protection of the client's commercial position Oversee project budgets, financial forecasts, cost reporting, and cash flow management while monitoring procurement status, identifying commercial risks, and implementing effective mitigation strategies Act as the primary commercial interface between clients, contractors, consultants, and project management teams, leading strategic commercial discussions, resolving contractual issues, and facilitating timely, well-documented decisions Prepare clear and comprehensive commercial reports, contractual correspondence, management updates, and decision papers that align with contract requirements, project governance, and regulatory obligations Monitor and enforce contractual compliance, ensuring all parties adhere to agreed terms and conditions while maintaining transparent communication and documentation Analyze commercial data and trends to provide actionable insights that support informed management decisions and strategic planning Collaborate with cross-functional teams to identify opportunities for cost optimization, schedule efficiency, and enhanced project performance <br>Qualifications<br> Proven expertise in commercial and contract administration within fit-out or construction project environments Demonstrated experience in procurement management, vendor negotiation, and supplier relationship management Strong proficiency in variation and change management processes, including cost and time impact analysis Solid understanding of contract law, compliance requirements, and risk mitigation strategies Advanced skills in budget management, financial forecasting, and cash flow analysis Excellent stakeholder management and commercial negotiation capabilities Exceptional written and verbal communication skills with the ability to prepare professional reports and correspondence Strong analytical and problem-solving abilities with a detail-oriented approach Proven leadership experience managing commercial teams or leading cross-functional initiatives Proficiency with project management software, ERP systems, and Microsoft Office Suite <br>Preferred Qualifications<br> Project Management Professional (PMP) or equivalent certification Commercial Management or Quantity Surveying qualification Familiarity with Middle East construction practices, regulations, and local market dynamics Experience with fit-out or interior design projects in the Gulf region Knowledge of international contract standards (FIDIC, AIA, or similar) Experience with claims management and dispute resolution <br>Education:<br> Bachelor's degree in Project Management, Construction Management, Business Administration, or related field <br>Domain Expertise<br> Fit-out and interior construction project management Commercial project controls and financial management Contractual compliance and regulatory requirements in the construction industry <br>Additional Information<br> <br>At AECOM, we are committed to maintaining a secure and trustworthy recruitment process and take any fraudulent hiring activity seriously. To support this commitment, all newly hired employees are required to attend an in-person Day 1 onboarding at an AECOM office location as a condition of employment.<br> <br>About AECOM<br> <br>AECOM is proud to offer comprehensive benefits to meet the diverse needs of our employees. Depending on your employment status, AECOM benefits may include medical, dental, vision, life, AD&D, disability benefits, paid time off, leaves of absences, voluntary benefits, perks, flexible work options, well-being resources, employee assistance program, business travel insurance, service recognition awards, retirement savings plan, and employee stock purchase plan.<br> <br>AECOM is the global infrastructure leader, committed to delivering a better world. As a trusted professional services firm powered by deep technical abilities, we solve our clients’ complex challenges in water, environment, energy, transportation and buildings. Our teams partner with public- and private-sector clients to create innovative, sustainable and resilient solutions throughout the project lifecycle – from advisory, planning, design and engineering to program and construction management. AECOM is a Fortune 500 firm that had revenue of $16.1 billion in fiscal year 2025. Learn more at aecom.com.<br> <br>What makes AECOM a great place to work<br> <br>You will be part of a global team that champions your growth and career ambitions. Work on groundbreaking projects - both in your local community and on a global scale - that are transforming our industry and shaping the future. With cutting-edge technology and a network of experts, you’ll have the resources to make a real impact. Our award-winning training and development programs are designed to expand your technical expertise and leadership skills, helping you build the career you’ve always envisioned. Here, you’ll find a welcoming workplace built on respect, collaboration and community - where you have the freedom to grow in a world of opportunity.<br> <br>As an Equal Opportunity Employer, we believe in your potential and are here to help you achieve it. All your information will be kept confidential according to EEO guidelines.<br> <br>Req ID: J10153238<br> <br>Business Line: Transportation<br> <br>Business Group: DCS<br> <br>Strategic Business Unit: ME and Africa<br> <br>Career Area: Survey & Estimation<br> <br>Work Location Model: On-Site

???? Welcome to Your Next Adventure!<br><br>In this position, you will work and collaborate with operations managers, fleet and dispatch teams, data scientists, backend engineers, and business stakeholders in a cross-functional setting. Your core function as an Operations & Logistics Data Analyst is to turn delivery and logistics data into actionable insight that improves how orders move from merchant to customer. You will own the metrics that define operational health, such as delivery time, on-time rate, courier utilization, dispatch efficiency, and cost per delivery, and you will use them to diagnose bottlenecks, forecast demand, balance courier supply against order volume, and recommend changes that make the last mile faster, cheaper, and more reliable.<br><br>???? What You’ll Get Your Hands On<br><br>Collaborate with operations, fleet, dispatch, product, and engineering teams to implement data-driven solutions that improve delivery speed, reliability, and cost. Define, monitor, and report on the core operational KPIs, including delivery time, on-time rate, courier utilization, idle time, dispatch and assignment efficiency, and cost per delivery. Analyze and interpret complex operational data sets using statistical techniques and provide stakeholders with clear, actionable insight. Investigate operational bottlenecks across the order lifecycle (acceptance, preparation, pickup, transit, drop-off) and recommend targeted improvements. Build demand forecasts and support capacity planning so courier supply is matched to order volume across zones and time windows, including peak periods. Analyze geographic and zone-level performance to inform coverage, courier allocation, and last-mile strategy. Design and maintain dashboards and visualizations that give operations teams real-time and historical visibility into performance. Stay up to date with industry trends in logistics analytics, dispatch optimization, and last-mile delivery to keep our capabilities competitive. Identify areas of opportunity, guide teams in designing complex operational features, and mentor junior analysts in a collaborative environment.<br><br>????‍♂️ The Magic You Bring<br><br>A bachelor's or master's degree in a related field, such as data science, statistics, mathematics, industrial engineering, operations research, supply chain, or computer science. At least 5 years of experience in operations, logistics, or supply chain analytics, preferably in a fast-paced delivery, e-commerce, or marketplace environment. Strong proficiency in SQL, Python, and/or R, as well as experience with data visualization tools such as Tableau or Power BI. Experience working with geospatial and time-series data (e.g., zones, routes, ETAs, demand by hour and location) and comfort with mapping or spatial analysis. Excellent analytical and problem-solving skills, with the ability to extract insight from large, messy operational data sets. Effective communication skills, with the ability to translate operational data into clear recommendations for non-technical stakeholders such as fleet, dispatch, and city operations teams. Strong attention to detail and accuracy, with the ability to identify and correct errors in data. Demonstrated ability to work independently, prioritize tasks, and meet deadlines in a fast-paced, real-time operational environment. Strong collaboration skills, with the ability to work effectively within a diverse, cross-functional team.<br><br>✨ Bonus Points If You Have<br><br>Proven experience in food, grocery, or parcel delivery services. Familiarity with dispatch, routing, and batching logic, and with the levers that drive last-mile efficiency. Demonstrated causal analytics skills or a full understanding of causality (e.g., measuring the true impact of an operational change rather than correlation). Experience modeling delivery unit economics at the transaction level (cost per order, courier payout, subsidy, delivery margin) and aggregating it reliably across time, cohorts, zones, and other dimensions. Familiarity with demand forecasting, capacity planning, and supply-demand balancing for a courier fleet. Exposure to optimization or operations research concepts (assignment, routing, queuing) and to data processing pipelines and data engineering basics. Familiarity with machine learning techniques and experience contributing to predictive models such as ETA prediction or demand forecasting.<br><br>Inside Snoonu’s Universe<br><br>Snoonu is Qatar’s homegrown Super App, reinventing daily life with blazing-fast delivery, shopping, and more – all in one place. Powered by tech, driven by a global team, and obsessed with making life easier.<br><br>The Dream We’re Chasing<br><br>To be the first Qatari Ultra App that propels the region and its community through innovation and technology. We have global ambitions where what we do surpasses norms and limitations every time.<br><br>The Quest We’re On<br><br>To radically transform how people live by leveraging technology to connect them with endless possibilities.<br><br>Our Everyday Superpowers<br><br>???? Be Customer Obsessed: “Focus on the customer and all else will follow.”<br><br>???? Act with Integrity: “We are honest, ethical, and trustworthy in everything we do.”<br><br>???? Be Curious and Creative: “We constantly innovate and create solutions to bring a lasting positive impact.”<br><br>????Lead by Example and Take Ownership: “Be the change you want to see and take ownership.”<br><br>???? Work Smart and Deliver Results: “You can do more by doing less, better, and faster.”<br><br>????‍???? It's All About People: “Be a team player; together we are stronger.”<br><br>Perks & Worklife Magic At Snoonu<br><br>???? Global Vibes – Collaborate with a worldwide crew.<br><br>???? Brain Boosters – Learning budgets, access to courses, and tools for your growth.<br><br>???? Builder’s Playground – Own your tasks, own your path! We’re big on autonomy.<br><br>????️ Flexible Time Off – We take recharging seriously. Generous leave and wellness policies.<br><br>????️ Agile Everything – Scrum isn’t a buzzword here. It’s how we roll, from product to ops.<br><br>Great Place to Work® Certified<br><br>We’re certified as a Great Place to Work®, a recognition that celebrates a culture we’ve built together where people come first, always. This certification reflects our commitment to creating a workplace where everyone feels valued, empowered, and inspired to do their best work.<br><br>Certified for Excellence<br><br>Our ISO 9001:2015 and ISO 45001:2018 certifications demonstrate our dedication to world-class quality and a safe, supportive workplace, reinforcing our promise to deliver exceptional service while prioritizing the wellbeing of our people.<br><br>Beyond the Code: Giving Back Matters<br><br>We don’t just build apps. We’re committed to doing business sustainably and giving back to the community that fuels us. From eco-conscious practices to CSR projects, we’re always finding ways to do better—and we invite you to be a part of that mission.<br><br>Diversity Isn’t Just a Buzzword<br><br>At Snoonu, fairness and inclusion are the foundation of everything we do. We’re proud to be an equal opportunity workplace that welcomes people from every walk of life. Be bold. Be you. Thrive here.<br><br>Let’s Build the Future Together<br><br>Apply now to join a team where your contributions spark a change and your voice is heard. Let’s make some magic together.<br><br>Stay in the loop—connect with us on Linked In!

<section><p class="heading jdMain">وصف الوظيفة</p><p class="heading">الأدوار والمسؤوليات</p><div class="paragraph"><p>بصفتك مدير الابتكار والامتثال، ستقود وظيفة الابتكار والامتثال ضمن عمليات الشبكة، مع المسؤولية الشاملة عن المعايير التشغيلية والابتكار والامتثال عبر عمليات الشبكة المباشرة وما قبل/بعد الإنتاج. التقرير إلى مدير عمليات الشبكة وإدارة رئيس الابتكار ورئيس الامتثال والمعايير. ستحدد رؤية الابتكار التشغيلي وإطار المعايير الذي تقدمه الأقسام. تضمن الدور أن تلتزم عمليات البث بأعلى المعايير الفنية والتحريرية، وأن تُوثَّق وتُلتزم سير العمل والإجراءات، وأن تظل الممارسة التشغيلية متوافقة مع سياسات الشبكة والمعايير التحريرية والمتطلبات التنظيمية والسلامة ذات الصلة. ستدفع نحو التحسين المستمر والابتكار، وتبحث في تطورات الصناعة وتؤثر في البرامج التي تحافظ على أعمال الجزيرة الإعلامية في مقدمة صناعة التلفزيون. يتطلب الدور قيادة قوية وحكم تحريري وتشغيلي رصين، واتصال ممتاز، ونهج تعاوني قادر على التنفيذ في بيئة سريعة الوتيرة ونشطة للغاية.</p><p>المسؤوليات الأساسية:</p><ul><li>قيادة وإدارة وظائف الابتكار والامتثال، عبر توجيه رئيس الابتكار ورئيس الامتثال، وقادة القسم لتقديم معايير ثابتة وابتكار وامتياز تشغيلي.</li><li>تعريف الملكية للرؤية التشغيلية لاستوديو وعمليات ما قبل/بعد الإنتاج بالتعاون مع القيادة التحريرية، وتوجيه تنفيذها عبر الشبكة.</li><li>إنشاء واعتماد وحوكمة السياسات والإجراءات والمعايير الفنية القياسية لعمليات الاستوديو وما قبل/بعد الإنتاج، وجمع الأخبار، وعمليات الإعلام لضمان توثيقها وتواصلها وتطبيقها بثبات.</li><li>الإشراف على امتثال الممارسة التشغيلية لمعايير الشبكة التحريرية ومدونة السلوك ومتطلبات السلامة والالتزامات التنظيمية ذات الصلة، ومعالجة الثغرات أو الانتهاكات.</li><li>توفير القيادة والاستشارات التشغيلية أثناء المشاريع، وتقديم النصح لمهندسي المشاريع والمصممين في المراحل المبكرة وتوجيه التنفيذ لتحقيق الأهداف التشغيلية.</li><li>الإشراف على التخطيط والتنفيذ للتغييرات في إنتاج الاستوديو مثل تصميمات طرازات جديدة، ومظهر جرافيكي جديد، وعروض جديدة، وتغييرات سير العمل التي تؤثر على الإنتاج، بما في ذلك ما قبل/بعد الإنتاج.</li><li>ضمان أن الناتج الفني لغرفة الأخبار/التحرير/الاستوديو يفي بمتطلبات فرق التحرير والإنتاج، وأن المظهر والتنسيق المطلوبان لإخراج كل قناة محققان.</li><li>التنسيق المباشر مع فرق التقنية لضمان عمل سلسلة الإنتاج الكاملة، بما في ذلك أتمتة الاستوديو، بشكل صحيح وبمتابعة فعالة.</li><li>قيادة قدرات القوة العاملة عبر القسم، بما في ذلك احتياجات التدريب وتطوير الكفاءات وتخطيط التعاقب وإنتاج الإرشادات والوثائق المكتوبة.</li><li>تسهيل حل المشكلات عبر الفرق، وضمان التواصل الثنائي الفعّال بين الإدارة العليا وفرق الإنتاج.</li><li>بحث الاتجاهات المتغيرة في صناعة بث التلفزيون والموافقة على خطط واستثمارات مبتكرة تفيد العمل.</li><li>امتلاك وصيانة مساهمة القسم في خطط استمرارية العمل والتعافي من الكوارث.</li><li>المساهمة في التخطيط التشغيلي ومدخلات الميزانية وتوقعات الموارد للوظيفة.</li></ul><p>مسؤوليات أخرى:</p><ul><li>تمثيل وظائف الابتكار والامتثال في اجتماعات المراجعة التشغيلية والإدارية وتقديم نتائج المعايير والابتكار والامتثال.</li><li>تقديم التوجيه الخبير بشأن الإعلام والإنتاج وجمع الأخبار ضمن مجال خبرة القسم.</li><li>الإشراف على التقييمات النضج الدوري ونطاقات مقارنة ممارسات التشغيل مع المعايير الصناعية.</li><li>المساهمة مع فرق الأخبار والتخطيط لدعم حسابات ميزانية العروض الجديدة.</li><li>الحفاظ على الوعي بالتحكم الآلي المحوسب في أنظمة الأخبار والتقنيات الإعلامية الناشئة.</li><li>أداء واجبات أخرى ذات صلة بالوظيفة كما تطلب الإدارة.</li></ul></div></section><section><p class="heading">الملف المطلوب للمرشح المثالي</p><p class="paragraph"></p><ul><li>درجة البكالوريوس في وسائل الإعلام أو الاتصالات أو الهندسة أو مجال ذي صلة، أو خبرة مكافئة واسعة.</li><li>يفضل وجود مؤهلات دراسات عليا في مجال ذي صلة.</li><li>خبرة لا تقل عن 15 عامًا في بيئة حية عالية المهارة، على الهواء، يجب أن يكون قد أمضى 5 سنوات منها في دور قيادي إداري أو في الامتثال أو المعايير.</li></ul><p></p></section>

<section><p class="heading jdMain">وصف الوظيفة</p><p class="heading">الأدوار والمسؤوليات</p><div class="paragraph"><ul><li>تطوير وتنفيذ خطط مرفق استراتيجية متوافقة مع أهداف المؤسسة، مع ضمان تخصيص الموارد بشكل أمثل وكفاءة تشغيلية طويلة الأجل.</li><li>الإشراف على صيانة وإصلاح جميع أنظمة المبنى، بما في ذلك التكييف والتهوية وتكييف الهواء، والكهرباء، والسباكة، والسلامة من الحرائق، لضمان بيئة آمنة وعملية.</li><li>إدارة عقود البائعين ومقدمي الخدمات، من خلال تفاوض الشروط ومتابعة الأداء لضمان جودة الخدمة والكفاءة من حيث التكلفة.</li><li>تنفيذ وتطبيق سياسات وإجراءات الصحة والسلامة والبيئة (HSE)، وإجراء تدقيقات وتقييمات مخاطر منتظمة للحفاظ على الامتثال.</li></ul></div></section><section><p class="heading">الملف الشخصي المرغوب للمرشح</p><p class="paragraph"></p><ul><li><p>حد أدنى سنتان من الخبرة التدريجية في تشغيل وإدارة المرافق، ويفضل ضمن شركة أو صيانة.</p></li><li><p>سجل موثوق في إدارة أنظمة المباني المعقدة وبرامج الصيانة واسعة النطاق.</p></li></ul><p></p></section>

???? Welcome to Your Next Adventure!<br><br>???? What You’ll Get Your Hands On<br><br>Act as a strategic advisor, combining technical expertise with domain knowledge to solve complex business challenges and unlock growth opportunities. Unblock team members and drive solutions under tight timelines, ensuring delivery without compromising on quality or technical standards. Build, mentor, and lead a high-performing DS&AI team, fostering technical excellence, business impact, continuous learning, and professional growth. Drive innovation by researching, evaluating, and integrating cutting-edge techniques (e.g. advanced forecasting, personalization, generative AI) into production solutions. Shape and influence the organizational data strategy, defining standards and practices to maximize long-term business impact. Lead and oversee the full lifecycle of high-impact DS&AI projects, from scoping and design to production deployment, ensuring measurable outcomes for the business. Define and communicate the technical vision for the DS&AI team, ensuring alignment of solutions with company strategy and stakeholder priorities. Safeguard project quality by setting technical best practices, reviewing designs, and providing strategic technical guidance across initiatives. Guide experimentation and model validation through advanced methodologies (A/B testing, switchbacks, Bayesian approaches), ensuring results translate into business KPIs. Oversee deployment, monitoring, and scaling of ML and Gen AI systems, ensuring performance, governance, and sustainability at scale.<br><br>????‍♂️ The Magic You Bring<br><br>MSc in Data Science, Big Data, AI, Statistics, or a related field.5+ years of experience in data science, machine learning, or statistical modeling, with at least 1 year in a leadership role. Advanced expertise in statistical modeling, experimental design, and specialized ML/DL domains (e.g. recommendation systems, time series, NLP, AI agents). Proven track record of leading end-to-end, high-impact projects from problem framing to deployment, with ownership of business metrics and measurable value delivery. Strong leadership and stakeholder management skills, with the ability to define technical direction and align it with strategic business priorities. Demonstrated ability to grow and mentor teams, set high technical standards, and ensure long-term quality and sustainability of DS & AI products. Proven success in leading teams through the design, deployment, and scaling of ML/DL models in production, with strategy-setting for real-time, low-latency, and streaming environments. Experience defining strategy and leading cross-functional teams to build, deploy, and scale LLM-based applications. Deep expertise in SQL, with the ability to architect, debug, and optimize highly complex queries and pipelines for large-scale data environments.<br><br>✨ Bonus Points If You Have<br><br>Proven expertise in marketplaces, delivery, or logistics tech, with the ability to compound DS methods with deep domain knowledge.<br><br>Inside Snoonu’s Universe<br><br>Snoonu is Qatar’s homegrown Super App, reinventing daily life with blazing-fast delivery, shopping, and more – all in one place. Powered by tech, driven by a global team, and obsessed with making life easier.<br><br>The Dream We’re Chasing<br><br>To be the first Qatari Ultra App that propels the region and its community through innovation and technology. We have global ambitions where what we do surpasses norms and limitations every time.<br><br>The Quest We’re On<br><br>To radically transform how people live by leveraging technology to connect them with endless possibilities.<br><br>Our Everyday Superpowers<br><br> Be Customer Obsessed: “Focus on the customer and all else will follow.”<br><br> Act with Integrity: “We are honest, ethical, and trustworthy in everything we do.”<br><br> Be Curious and Creative: “We constantly innovate and create solutions to bring a lasting positive impact.”<br><br>Lead by Example and Take Ownership: “Be the change you want to see and take ownership.”<br><br> Work Smart and Deliver Results: “You can do more by doing less, better, and faster.”<br><br> It's All About People: “Be a team player; together we are stronger.”<br><br>Real Builders Ship: “We turn ideas into products, plans into action, and challenges into opportunities.”<br><br>Perks & Worklife Magic At Snoonu<br><br>???? Global Vibes – Collaborate with a worldwide crew.<br><br>???? Brain Boosters – Learning budgets, access to courses, and tools for your growth.<br><br>???? Builder’s Playground – Own your tasks, own your path! We’re big on autonomy.<br><br>????️ Flexible Time Off – We take recharging seriously. Generous leave and wellness policies.<br><br>????️ Agile Everything – Scrum isn’t a buzzword here. It’s how we roll, from product to ops.<br><br>Great Place to Work® Certified<br><br>We’re certified as a Great Place to Work®, a recognition that celebrates a culture we’ve built together where people come first, always. This certification reflects our commitment to creating a workplace where everyone feels valued, empowered, and inspired to do their best work.<br><br>Certified for Excellence<br><br>Our ISO 9001:2015 and ISO 45001:2018 certifications demonstrate our dedication to world-class quality and a safe, supportive workplace, reinforcing our promise to deliver exceptional service while prioritizing the wellbeing of our people.<br><br>Beyond the Code: Giving Back Matters<br><br>We don’t just build apps. We’re committed to doing business sustainably and giving back to the community that fuels us. From eco-conscious practices to CSR projects, we’re always finding ways to do better—and we invite you to be a part of that mission.<br><br>Diversity Isn’t Just a Buzzword<br><br>At Snoonu, fairness and inclusion are the foundation of everything we do. We’re proud to be an equal opportunity workplace that welcomes people from every walk of life. Be bold. Be you. Thrive here.<br><br>Let’s Build the Future Together<br><br>Apply now to join a team where your contributions spark a change and your voice is heard. Let’s make some magic together.<br><br>Stay in the loop—connect with us on Linked In!

Role Purpose<br><br> JOB DESCRIPTION <br><br>The Service Desk & IT Support Delivery Unit (SDU) Leader is accountable for the end-to-end delivery, operational performance, and commercial health of the Managed Service Desk Delivery Unit within the IT Managed Services Business Unit. The role owns three interlocked service lines — IT Support (onsite/remote end-user services), Service Desk (24x7 single point of contact), and L1 Application Functional Support — delivered to enterprise and government clients under SLA / XLA-driven managed services contracts.<br><br>Operating within an ITIL v4-aligned Service Value System, the SDU Leader ensures consistent service quality, customer experience, financial performance, and continuous improvement, while building a high-performing, ITIL-mature delivery organization.<br><br>Mandatory Selection Criteria<br><br>Service Desk & IT Support Management Experience: Minimum 3 years in a manager-level role leading Service Desk (SD) and IT Support operations. Managed Services / Service Provider Background: Prior employment with a managed services provider delivering Service Desk and IT Support under SLA-driven contracts (non-negotiable). ITIL v4 Certification: Valid ITIL v4 Foundation certification (minimum). ITIL 4 Managing Professional or Specialist modules preferred. Education: Bachelor’s degree in Computer Science, Information Technology, or a related discipline. Scale of Operation: Demonstrated leadership of multi-tier (L1/L2) teams of 100+ resources across multiple customer accounts.<br><br>Responsibilities<br><br>KEY RESPONSIBILITIES1. Service Delivery & Operational Leadership<br><br>Own end-to-end delivery of Service Desk, IT Support, and L1 Application Functional Support services across all managed contracts within the Delivery Unit. Ensure 24x7 service availability, shift coverage, and resource readiness across all customer environments. Act as the single point of accountability for service delivery performance, escalations, and contractual obligations. Drive consistent adoption of ITIL v4 practices across Incident, Service Request, Problem, Change Enablement, Knowledge, and Service Level Management. Serve as the primary escalation point for major incidents, customer escalations, and complex service issues.<br><br>2. ITIL v4 Process Governance<br><br>Govern adoption of ITIL v4 Service Value Chain activities — Engage, Plan, Improve, Design & Transition, Obtain/Build, Deliver & Support — across the Delivery Unit. Maintain mature, auditable processes for Incident, Request, Problem, Change Enablement, Knowledge, and Continual Service Improvement (CSI). Ensure SOPs, runbooks, escalation matrices, and knowledge articles are documented, reviewed, and continuously updated. Lead internal and external audits (ISO 9001, ISO/IEC 20000, customer governance audits) and ensure timely closure of findings.<br><br>3. Service Desk Operations<br><br>Lead 24x7 Service Desk operations as the single point of contact for end-users across multiple client accounts. Govern full ticket lifecycle management within ITSM tools — logging, classification, prioritization, routing, resolution, and closure. Drive First Call Resolution (FCR), reduce re-opened tickets, and increase self-service adoption. Implement workforce management practices including shift rostering, queue management, schedule adherence, and surge planning.<br><br>4. IT Support / End-User Services<br><br>Lead L1 and L2 onsite and remote IT support teams across customer environments. Oversee endpoint lifecycle management including imaging, deployment, patching, hardening, and decommissioning using tools such as Microsoft Intune and SCCM/MECM. Govern Active Directory, Azure AD / Entra ID user provisioning, access management, and joiner-mover-leaver (JML) processes. Ensure VIP and executive support services meet white-glove service standards. Oversee Microsoft 365 operations (Exchange Online, Teams, Share Point, One Drive) at L1/L2 level.<br><br>5. L1 Application Functional Support<br><br>Lead L1 Application Functional Support teams covering government applications, e-services portals, ERP systems, case management, and business applications. Ensure structured functional triage, business rule validation, and escalation to L2/L3 application teams. Drive documentation, knowledge transfer, and training to ensure operational readiness across functional modules.<br><br>6. SLA / XLA / KPI Governance & Reporting<br><br>Own SLA, OLA, and XLA performance across all service lines, ensuring ≥ 98% SLA compliance baseline. Govern operational KPIs including CSAT, FCR, MTTR, abandon rate, and others with executive-level reporting. Develop dashboards and management reports for leadership and customer governance forums. Lead monthly and quarterly service review meetings (MSR/QBR) with customers.<br><br>7. Customer & Stakeholder Management<br><br>Act as senior delivery interface for customer stakeholders, PMO, and business owners. Build trust through proactive communication, risk management, and delivery consistency. Manage expectations, scope changes, and contractual discussions in coordination with Account Management and Legal teams. Identify and drive opportunities for service expansion, automation, and value-added services.<br><br>8. Financial & Commercial Management<br><br>Own Delivery Unit P&L including revenue assurance, cost control, utilization, and forecasting. Manage resource costs, overtime, subcontracting, licensing, and tooling within approved budgets. Conduct monthly financial performance reviews and ensure alignment with contracted revenue. Ensure billing accuracy through validation of deliverables and consumption tracking.<br><br>9. Pre-Sales, RFP & Solutioning Support<br><br>Support pre-sales and sales teams in RFPs, tenders, and solution development. Develop proposals including SoW, staffing models, transition plans, RACI matrices, and pricing inputs. Participate in customer presentations, due diligence, and bid defense sessions.<br><br>10. Transition, Onboarding & Transformation<br><br>Lead end-to-end service transitions including due diligence, knowledge transfer, shadowing, reverse shadowing, and hypercare. Define onboarding plans, milestones, exit criteria, and risk mitigation strategies. Drive transformation initiatives including automation, AI-enabled Service Desk, self-service, and shift-left strategies.<br><br>11. AI, Automation & Continual Service Improvement (CSI)<br><br>Drive adoption of AI-enabled Service Desk capabilities including intelligent triage, virtual agents, and AI-assisted resolution. Identify and implement automation opportunities using RPA, workflow automation, and self-healing scripts. Maintain CSI register and deliver measurable improvement initiatives with defined business impact. Ensure governed and practical use of AI with measurable outcomes and human oversight.<br><br>12. People Leadership & Capability Development<br><br>Lead and develop a multi-tier team including Team Leads, Shift Leaders, Engineers, and Functional Analysts. Define career development paths, training plans, and certification roadmaps. Drive performance management, coaching, feedback, and recognition programs. Foster a culture of accountability, customer focus, and operational excellence.<br><br>13. Compliance, Risk & Security<br><br>Ensure compliance with information security policies, data protection regulations, and contractual obligations. Maintain compliance with ISO 9001, ISO/IEC 20000, and ISO/IEC 27001 standards applicable to managed services delivery.<br><br>Qualifications<br><br>REQUIRED EXPERIENCE<br><br>Minimum 10 years of total IT experience, including at least 3 years as a Service Desk & IT Support Manager. Mandatory prior experience with a Service Provider / Managed Services Provider, delivering Service Desk and IT Support under SLA-based contracts for enterprise or government clients. Proven leadership of multi-tier (L1/L2), multi-location teams of 40+ resources across multiple customer accounts. Demonstrated experience managing 24x7 operations with measurable SLA / XLA performance outcomes. Hands-on experience in customer onboarding, service transition, and steady-state operations. Strong track record of contributing to RFPs, RFQs, SoWs, technical proposals, and pre-sales solutioning. Experience working in ITIL v4-aligned environments with mature ITSM governance practices. Exposure to Qatar / GCC enterprise or government accounts is a strong advantage.<br><br>TECHNICAL SKILLS1. ITSM Platforms<br><br>Service Now, BMC Remedy / Helix, Manage Engine Service Desk Plus, Ivanti, Symphony Summit (or equivalent enterprise ITSM tools) SLA configuration, workflow design, reporting, dashboards, and service automation<br><br>2. End-User Computing & Microsoft Stack<br><br>Microsoft 365: Exchange Online, Teams, Share Point Online, One Drive Active Directory, Azure AD / Entra ID, Group Policy, Conditional Access Microsoft Intune, SCCM / MECM, Autopilot — endpoint deployment, patching, and compliance Windows 10/11 support and mac OS fundamentals Mobile device management (MDM)<br><br>3. Remote Support & Productivity Tools<br><br>Remote support tools: Bomgar / Beyond Trust, Team Viewer, Quick Assist, Ivanti Knowledge management platforms and self-service portals<br><br>4. AI, Automation & Analytics (Awareness Level)<br><br>AI Service Desk and Virtual Agent platforms, intelligent ticket classification RPA tools: UiPath, Power Automate, and workflow automation solutions Power BI or equivalent reporting and analytics tools<br><br>CORE COMPETENCIES1. Leadership & People Management<br><br>Strong executive presence with ability to engage Director and PMO-level stakeholders Leadership of large, multi-disciplinary teams (100+ resources) Coaching, mentoring, and succession planning<br><br>2. Service Delivery & Governance<br><br>Deep practical understanding of ITIL v4 framework SLA / XLA / KPI design, governance, and reporting Strong customer-centric and experience-driven service mindset<br><br>3. Commercial & Strategic<br><br>P&L ownership, gross margin management, and utilization optimization RFP / SoW development, pricing strategy, and solution design Vendor and subcontractor management<br><br>4. Behavioral Competencies<br><br>Outcome-driven, accountable, and customer-obsessed mindset Calm and structured under pressure during major incidents and escalations Strong written, verbal, and presentation communication skills Bias toward measurable improvement and pragmatic innovation<br><br>About Malomatia<br><br> ABOUT US <br><br>malomatia is a leading Qatar-based IT services and solutions provider, bringing together top Qatari and international talent to deliver innovative, end-to-end technology solutions that empower clients to achieve their strategic goals.<br><br>Our mission<br><br>Empowering Qatar’s businesses and governments to leap into the digital future with agile, knowledge-driven solutions.<br><br>Our vision<br><br>To become Qatar’s trusted knowledge partner in digital transformation, disrupting industries, shaping the future, and building a world-class tech ecosystem.<br><br>Driving change that makes a real impact<br><br>Since 2008, malomatia has been driving Qatar’s digital transformation through innovative, ISO-certified IT solutions. With expertise across key public and private sectors, we empower the nation’s vision with advanced services in cloud, cybersecurity, AI, and contact center excellence, elevating the role of technology in shaping Qatar’s sustainable future.<br><br>About The Team<br><br>Established in 2008, malomatia is a Qatari leader in IT services and digital transformation. We serve key sectors including Government, Healthcare, Education, Customs, and Transportation, delivering impactful solutions that support national development goals. Powered by a diverse team of skilled Qatari and international IT professionals, we deliver innovative, high-value digital solutions tailored to the unique needs of our clients.<br><br>Our mission is to inspire customers to thrive through digital excellence, and we envision becoming the trusted partner of choice in building a smarter society through technology and talent. We are driven by core values that define our culture and approach: ownership, integrity, empathy, teamwork, transparency, agility, excellence, trust, and innovation.<br><br>Join us in shaping the future of technology in Qatar

About QNB<br><br>Established in 1964 as the country’s first Qatari-owned commercial bank, QNB Group has steadily grown to become the largest bank in the Middle East and Africa (MEA) region.<br><br>QNB Group’s presence through its subsidiaries and associate companies extends to more than 31 countries across three continents providing a comprehensive range of advanced products and services. The total number of employees is more than 28,000 serving up to 20 million customers operating through 1,000 locations, with an ATM network of 4,300 machines.<br><br>QNB has maintained its position as one of the highest rated regional banks from leading credit rating agencies including Standard & Poor’s (A), Moody’s (Aa3) and Fitch (A+). The Bank has also been the recipient of many awards from leading international specialised financial publications.<br><br>Based on the Group’s consistent strong financial performance and its expanding international presence, QNB currently ranks as the most valuable bank brand in the Middle East and Africa, according to Brand Finance Magazine.<br><br>QNB Group has an active community support program and sponsors various social, educational and sporting events.<br><br>Job Summary<br><br>The incumbent will be responsible for the setup and management of the Cyber Security Strategy and Product management function in the Group Information Security (GIS) department. The incumbent will be a banking and finance technology thinker who constantly analyses the market for new technologies that would be best suited to support the Group’s strategy<br><br>Main Responsibilities<br><br> Shareholder & Financial: - Participate in the development, execution and maintenance of the IT Security strategy aligned to the overall corporate strategy, group long term goals and assist in the prioritization process. - Assist in the overall and annual IT Security business planning with the view of achieving the Group’s short term goals and submit periodic reviews and resolution. - Provide inputs to the Technology Key Risk indicators (KRIs) which shall be applicable across the Group to manage Group’s exposure to IT related risks effectively. Lead IT market research and provide applicable suggestions to further the Group’s strategy and develop cost / benefit analysis to alternative technologies and processes. - Focal Point from GIS in the preparation of the GIS budget to support Group’s long and short term goals. - Responsible for coordinating all aspects of the GIS budget process including: review of service area business plans and key performance indicators; annual capital budget and forecasts that include available and appropriate funding sources along with required project justification analysis; operating budget and forecast submissions that adhere to direction set by bank - Liaise with all Business Units Heads for preparing the yearly IT Business Plans, Prepare monthly and quarterly update on IT Business Plan. Monitor the Progress Status and raise issues / risks to GIS management. - Produce Availability Plans in line with QNB’s business planning cycle; identifying Availability requirements early enough to take account of procurement lead times. - Create implement and report on Key Performance Indicators (KPIs) for performance monitoring purposes for the GIS group and monitor their achievement on a regular basis. - Produce Capacity Plans in line with QNB’s business planning cycle; identifying Capacity requirements early enough to take account of procurement lead times. - Document the need for any increase or reduction in hardware resources based on service level requirements and cost constraints - Implements KPI’s and best practices for Cyber Security Strategy and Product Management. - Promote cost consciousness and efficiency and enhance productivity, to minimise cost, avoid waste, and optimise benefits for the bank. - Act within the limits of the powers delegated to the incumbent and delegate authority to the respective staff and monitor exercise of the same. - Demonstrate clear understanding of the important factors behind the bank's financial & non-financial performance. Customer (Internal & External): - Build and maintain strong relationship with all other related departments, external entities and sections within GIS. - Defining & implementing Service Level Agreements (SLAs) and Operation Level Agreements (OLAs) between GIS, IT Group, other Business Units and International Branches. - Monitors capital and operating budget performance of GIS to identify unfavourable budget variances and recommend mitigating actions or additional approvals required to minimize impact to yearend surplus/deficit. - Seek to continually exceed internal and external customer expectations through introduction of breakthrough IT Security technologies and processes aimed to improve the Group’s products/services. - Produce regular management reports which include current usage of resources, trends and forecasts - Build and maintain a strong relationship with the Business Relationship Manager, technical teams within IT, finance team and external vendors of products and services - To assist customers in all their queries on Bank’s product and seek solution to their requests. - Maintain activities in accordance with Service Level Agreements (SLAs) with internal departments/units to achieve improvements in turn-around time. - Build and maintain strong/effective relationships with related departments/units to achieve the Group’s objectives Internal (Processes, Products, Regulatory): - Review and identify areas for improvement in the process to deliver effective & efficient GIS projects and services - Act as a BCP Coordinator for GIS, coordinate implementation of DR setup as per the defined strategy - Assist in recruiting, motivating and developing personnel to ensure the function is staffed with individuals of the required caliber and that there is adequate succession planning and provision for future demands. - Analyse and recommend new products and solutions for GIS and business users to ensure that the group is upto-date with the latest trends in technology. - Support the new technology’s development process, and ensure that project deliverables are met according to specifications and timeframes. - Compile and present relevant MIS to the Group CISO on a periodic basis for the existing systems and compare the existing functionalities vis-à-vis the efficiencies to be gained from proposed technologies. - Assist in the overall recruitment of the individual resources in the areas concerned - Continuous Improvement: - Set examples by leading improvement initiatives through cross-functional teams ensuring successes. - Identify and encourage people to adopt practices better than the industry standard. - Continuously encourage and recognise the importance of thinking out-of-the-box within the team. - Encourage, solicit and reward innovative ideas even in day-to-day issues. Learning & Knowledge: - Possess good knowledge and experience in COBIT and ITIL framework. - Detailed understanding of IT systems and secure architecture designs. - Good understanding of suitable solutions for configuration management, service desk, software library etc. - Identify areas for professional development for self and direct reports and take necessary actions - Hold meetings with direct reports and assess their performance. - Attend specific conferences in areas of financial services technology breakthroughs and innovations to adapt suitable ones to the bank’s security architecture and product portfolio. - Possess a superior knowledge of the GIS structure, its products and related risks together with a good knowledge of operations and related controls. - Identify areas for professional development of self and direct reports and act to enhance professional development of self and others - Proactively identify areas for professional development of self and undertake development activities. - Seek out opportunities to remain current with all developments in professional field. - Hold meetings with staff and assess their performance and your teams overall performance on a regular basis. - Take decisive action to ensure speedy resolution of unresolved grievances or conflicts within the team members. - Identify development opportunities and activities for staff and facilitate/coach them to improve their effectives and prepare them to assume greater responsibilities. Legal, Regulatory, and Risk Framework Responsibilities: - Comply with all applicable legal, regulatory and internal compliance requirements including, but not limited to, Group Compliance Policies and Procedures (AML & CTF, Sanctions Policy, Data Protection Policy, Fraud Control Policy, Whistle Blowing Policy, Conflict of Interest and Insider Dealing Policy). - Understand and effectively perform your role under the Three Lines of Defence principle to identify measure, monitor, manage and report risks. - Ensure systematic good outcomes for clients in accordance with Conduct Risk policy. - Support the framework of RCSA, KRI, Incident reporting and remediation, as appropriate, in accordance with the Operational Risk Management requirements. - Maintain appropriate knowledge to ensure full qualification to undertake the role. - Complete all mandatory training provided by the Bank, attain, and maintain the required levels of competence. - Attend mandatory (internal and external) seminars as instructed by the Bank. Other: - Ensure high standards of data protection and confidentiality to safeguard commercially sensitive information. - Maintaining utmost confidentiality concerning customer and internal bank information obtained during the course of business and provide such information on a need to know basis only to Senior Management of QNB, Audit and Compliance functions, and relevant Regulators. - Maintain high professional standards to uphold QNB's reputation and to strengthen its market leadership position. - All other ad hoc duties/activities related to QNB that management might request from time to time. - Lead and develop the Cyber Security Strategy of the bank in line with the business strategy, regulatory requirement, best practices and ongoing cyber security challenges. - Benchmark and evaluate the performance of the technologies engineered and operated by the GIS Cyber Security Technologies & Services teams to ensure that these are kept fine-tuned and updated with the latest technological developments.- Constantly scanning the market and competitors capabilities and bringing in technology proven in other markets and suggesting them across the group. - Keeping the CISO updated with latest developments in Cyber Security and raising any new cyber security risks to his attention. - Maintain the security architecture blueprints of the bank, liaising with the Enterprise IT architect and GITD Heads to develop and track the plans to achieve compliance. - Help to form the Information Security budget in collaboration with the Group Information Security Officer ensuring that systems under management are licensed and appropriately sized for the environment - Ensure that all the licenses and contracts are maintained and kept updated.<br><br>Education And Experience Requirements<br><br> Bachelor’s/Master’s Degree in Computer Science, Computer Engineering or any related subject. Experience in IT service management of systems Technical Design, Implementation, and Maintenance on wide variety of platform including the main banking platform. At least 15 year’s experience in a major bank of which at least 5 years in bank in a managerial capacity in an IT Security engineering or architecture function. Training courses and certifications in application development, database administration, security, and management is a plus. Professional certifications, an ITIL foundation, TOGAF and COBIT is a must - Professional certification such as CISSP, CISM, CISA is preferred.<br><br>Note: you will be required to attach the following:<br><br>Resume/CVCopy of Passport or QID Copy of Education Certificate Copy of Birth Certificate