Job Description

Job title
Manager ITSM
Ref #
230703
Location
Qatar - Doha
Job family
Corporate & Commercial
Closing date: 02-Feb-2026

About the Role

An exciting opportunity to join the Qatar Airways Group IT - Technology Services Department as Manager ITSM. This role Leads the seamless delivery of IT services to the Qatar Airways group by managing 24*7 Network operations centre, Incident management, Change management, Release management, Problem management processes, policies, and procedures. The role holder champions service and end-user experience, setting vision, communicating strategy, and goals across Service Management, Service Assurance, Capability, Support, and Information. This will be transposed into SMART objectives for their functional team to deliver supporting wider Qatar Airways strategic objectives. Will be active in the external IT Service Management (ITSM) professional communities engaged with other industry leaders, both learning and developing best practices, bringing this back into Qatar Airways.

Your duties would include:

Accountable for IT business continuity strategy. Define the IT business continuity processes and align them with corporate business continuity plans. Enhance self-service efficiencies and workload reductions, enabling employees to get solutions quickly through self-help and log issues and requests via ITSM tools. Automated delivery of solutions and requests further adds to potential resource savings and reduces stress on service desk agents. Build and champion positive and productive relationships with internal and external stakeholders. Integrate AI and automation into ITSM processes to enhance efficiency, reduce operational costs, and deliver superior user experiences. AI-driven tools can handle repetitive tasks such as incident logging, ticket categorization, and status updates, allowing IT teams to focus on more complex issues Improve operational efficiency and reduce unnecessary operational costs via optimized processes, workflow, automation, and alerting to remove unnecessary manual effort and rework. Ensure standardization across all internal IT processes. Ensure all system issues and requests reported by employees are dealt with and, where possible, to agreed service levels. Communicate complex information and ideas to multidisciplinary stakeholders, explaining technical concepts to non-technical colleagues. Utilize sophisticated mediation, influencing, and negotiation skills where challenging or contentious issues are involved commercially or performance-oriented with suppliers and internal stakeholders. Define and communicate Service Level Objectives/Agreements to management and stakeholders. Provide metrics and Critical Success Factors to the IT Management group. Provide timely status/progress updates to the IT Management group. Ensure the process is operating effectively and adopted by managing day-to-day process operations. Create knowledge content and maintain process documentation. Manage and maintain the CMDB. Operate a continual service improvement framework consistent with the processes and guidelines stipulated by the BCP office. Conduct regular service review meetings and surveys throughout the organization to solicit feedback regarding the effectiveness of ITSM processes to establish improvement areas in IT service management. Manage disaster recovery drills and backup restoration tests, publishing results to senior management. Refine IT service management processes in accordance with the changing IT landscape. Implement AI-powered chatbots and virtual assistants to offer immediate assistance, resolving common queries and issues efficiently Manage ISO20000 compliance audits

Be part of an extraordinary story

Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You'll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future, and build the life you want while being part of an international community.


Our best is here and still to come. To us, impossible is only a challenge. Join us as we dare to achieve what's never been done before.


Together, everything is possible.


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Qualifications

We are looking for a passionate and experienced professional to join our IT - Technology Services team. The ideal candidate should possess the following:



Essential:

Bachelor's Degree or Equivalent with Minimum 8 years of job-related experience Experience working and managing IT infrastructure for a Corporate with Worldwide offices. Good Knowledge of ITSM best practice, Software such OT Service Manager, BMC, Service Now. Proficient knowledge in Airline IT operations. Managing multiple supports teams. Very good command of English language. Managerial skills - Ability to delegate work, set clear direction and manage workflow. Strong mentoring and coaching skills. Ability to train and develop subordinate's skills. Ability to foster teamwork among team members.

Preferred

ITIL Certification. PMP/PRINCE2 certification Managed an IT Infrastructure for an Airline or Airport. Knowledge in cloud-based IT Service management solutions and cloud infrastructure

About Qatar Airways Group:

Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We've grown fast, broken records and set trends that others follow. We don't slow down by the fear of failure. Instead, we dare to achieve what's never been done before. So, whether you're creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination. Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries, and be part of a truly global community.

How to Apply

If you are interested to submit your application and feel you are a good fit for this role, please complete our application form and upload your CV for our review and consideration.

About Qatar Airways Group

Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We've grown fast, broken records and set trends that others follow. We don't slow down by the fear of failure. Instead, we dare to achieve what's never been done before.



So whether you're creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination. Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries, and be part of a truly global community.

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