Job Purpose Summary:

The incumbent will be responsible for overseeing and leading IT Service Management program, functioning as an independent and objective body that reviews and evaluates ITD‘s Service Management operations and delivery within the GITD. The position ensures the management and employees are in compliance with ITSM rules and regulations, that IT policies and procedures are being followed, and that behaviour in the organization meets the bank’s Standards of Conduct. He / She will lead a successful transition of every system (or release of systems or upgrades) delivered by every ITD Program into Operational support at various endpoints

Essential Duties & Responsibilities by Dimensions:

A. Shareholder & Financial:

- Develops initiates, maintains, and revises ITSM policies and procedures for ITD operation of Compliance of ITD delivery and its related activities to prevent unauthorized, or improper deployment of code base and ITD components

- Manages day-to-day operation of ITSM Program

- Develops and periodically reviews and updates Standards of Conduct to ensure continuing currency and relevance in providing guidance to management and employees

- Collaborates with other departments (Risk Management, Internal Audit, Employee Services) to direct compliance issues to appropriate existing channels for investigation and resolution Identifies potential areas of compliance vulnerability and risk

- Develops/implements corrective action plans for resolution of IT problematic issues, and provides general guidance on how to avoid or deal with similar situations in the future

- Handling customer complaints or concerns quickly and professionally to maintain good customer relationships and ensure repeat customers

- Assisting with or performing administrative tasks, such as managing and updating invoices, processing new orders, and tracking inventory

- Evaluating a service desk and assessing its efficiency Monitoring on time service desk problems and improving service methods to increase the service desk's productivity and customer service

- Monitoring department issues and client complaints to create methods to lessen recurring issues

- Maintaining a strong working knowledge of industry regulations, restrictions, and laws, ensuring the company's adherence to these regulations, and remaining current on the industry's standards and new innovations, materials, tools, and processes Implements KPI’s and best practices for IT Service Management

- Promote cost consciousness and efficiency and enhance productivity, to minimise cost, avoid waste, and optimise benefits for the bank.

B. Customer (Internal & External):

- Coordinate and act as the central point of contact between internal IT Compliance authorities in complying with various IT Compliance requirements

- Monitors, and as necessary, coordinates compliance, governance activities of ITD departments to remain abreast of the status of all compliance activities

- Ensures proper reporting of ITD violations or potential violations as appropriate and/or required

- Coordinate among different IT departments in design and development of relevant Service Management policies, standards, procedures, guidelines Ensure confidentiality, integrity and reliability of documentation within ITD

- Build and maintain strong and effective relationship with all other related departments and units in ensuring necessary alignment to the Group’s goals/ objectives

- Provide timely and accurate information to the external auditors, internal auditors and the Compliance function as and when required 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.

- Provide timely/accurate data to external/internal Auditors, Compliance, Financial Control and Risk when required.

C. Internal (Processes, Products, Regulatory):

- Responsible for closing any audit gaps across the ITD with respect to IT processes, IT systems or people

- Assess the risks to ITD and prepare appropriate remediation plan as part of the IT risk management process

- Design, develop, implement and update policies, standards, procedures, guidelines, and system documentations as per requirements of Group ITD

- Fully understand the Group’s operating environment to ensure proper updates of existing manuals and documents to reflect system changes

- Ensure all policies, standards, procedures, guidelines and system documentations are implemented and followed as defined on a daily basis

- Act as an advisor to other departments within Group ITD, for accurate execution of IT policies, standards, procedures, guidelines and system documentations

- Act as the owner of all documentations within Group ITD, irrespective of the department handling it

- Adhere to QNB documentation standards in terms of order, clarity, conciseness, style, and terminology

- Review project documentation produced by other departments within ITD to ensure compliance with existing documentation standards

- Interview concerned IT personnel and read journals and other material to become familiar with the software product technologies on Service Management lines of business

- Take responsibility of the closure of all audit terms with respect to Group ITD’s documentations

D. Learning & Knowledge:

- Possess a high degree of knowledge and expertise in professional IT documentation

- Identify areas for professional development of self and act to enhance professional development of self and others

- Manage a team of technical ITSM analysts, Release management leads

- Ensure implementations are traceable, secure and that only correct, authorized and tested versions are installed and maintained in knowledge base

- Agree the exact content and roll-out plan for the release, trough liaison with Change Management

- Train new employees in ITSM procedures

- Ensure that master copies of all software are secure and that the configuration management database is updated

- Ensure that all hardware being rolled out or changed is secure and traceable, using the service of configuration management Work with the relevant coordinators, SMEs and analysts to ensure the design build and test processes are successful

- Must have in-depth knowledge of service management (ITIL v3) and related technologies Proactively identify areas for professional development of self and undertake development activities.

- Seek out opportunities to remain current with all developments in professional field.

Education/Experience Requirements:

- Bachelor’s degree university graduate preferably with a Major in Marketing, Banking, Finance, Accounting, Economics, Business Administration or Information Technology (related field of study), Masters preferred

- At least 8 years of relevant experience, preferably within a highly rated international bank.

- Experience in documentations related IT service management, IT governance, information security, technical documentation of IT systems