Service Delivery Technical Lead

IT & Network
Qatar 🇶🇦
October 2, 2023

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Job Description

Job Description

The IM&T Service Delivery Lead is responsible for co-ordinating the in country activities associated with the development, deployment of the solution and its ongoing performance. This includes the day to day IM&T task resolution whilst supporting the non recurring stand up of capability within Qatar.

There is a need for the resource to be flexible to support other aspects of the operation such as the Branch and Joint Venture offices and support Main Operating Base as required.


Core Activity

  • Act as the assistant to the IM&T Service Delivery Manager in the execution of all solution related activities

  • Prepare all facilities prior to them being required for deployment activities

  • Work with the customer and BAE UK to ensure that all equipment receipts / returns are fully supported and timely provisioned to the deployed solution

  • Maintain and resolve emerging solution related issues, identifying route causes and proposing resolution plans.

  • Ensure that support requests are resolved in a timely and effective manner.

  • Conduct customer surveys to ensure that they are satisfied with service provided.

  • Maintain hardware and repair pool ensuring that all records are up to date

  • Liaise with the customer functions to help them manage the solution in areas such as asset management, system availability, software upgrades

  • Supervises 3rd Party operatives to ensure their task list is appropriately prioritized.

  • Liaise with facilities suppliers to ensure timings of dependencies are understood and communicated back to the UK based team.

The IM&T Service Lead is responsible for effective stakeholder management. The role should be focused as much as possible being one team approach with clear and honest communications including;

  • Regular formal reporting of the emerging IM&T proposals and deliverables to the Qatar IM&T Service Delivery Manager.

  • Effective communications amongst the SMT of the QTI to ensure shared understanding of the status of and issues around the IM&T solution.

  • Effective communications with the UK based IM&T team Service Delivery teams to ensure clarity of message and understanding across all parties.

  • Effective communications with the end customer to ensure they are briefed and bought in to the solution and its deployment plan.

    The QTI Service Lead is responsible to support the;

  • 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 IM&T related 3rd party negotiations.

  • Execution of all routine housekeeping tasks as required.

  • Interface with the customer and reporting on status of the solution as required.Assisting in the management of all facilities upon which the solution is based.

  • Assisting in the management of all support for the business applications.

  • Procurement team, assist in the management of all aspects of ordering and receipt of new and replacement equipment.

  • The QTI Service Lead responsible 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.

Requirements

  • ITIL V4 Foundation certification

  • AZ-900 – Microsoft Azure Fundamentals

  • AZ-104 – Microsoft Azure Administrator Associate

  • Microsoft Azure / Intune, day to day support of IM&T Infrastructure – including Cloud solutions (M365 / Azure), Networks, systems & Applications

  • ​Strong Project Reporting skill and relevant experience in the co-ordination and facilitation of IM&T solution development and delivery

  • A solid understanding of a broad range of IT Disciplines and IM&T Functional Governance.

  • Significant experience of IT infrastructure and any impact the military environment we operate in

  • A strong understanding of Air Sector processes, including the ELC and LCM Review processes

  • Understanding and experience of working the Middle Eastern culture.

  • Communications skills will be needed to translate IM&T 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 Air Sector and beyond when required.

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