Job Purpose Summary:

The incumbent will be consulted for overseeing the IT Service Management (ITSM) program, functioning as an objective body that reviews and evaluates IT Service Management operations and delivery within the Group Information Technology Division (GITD). The role ensures management and employees comply with ITSM rules and regulations, IT policies and procedures are followed, and organizational behavior meets the Bank's Standards of Conduct.

Essential Duties & Responsibilities by Dimensions:

A. Shareholder & Financial

• Develop, maintain, and revise ITSM policies and procedures for ITD operations and compliance.

• Support the day-to-day operation of the ITSM Program.

• Support corrective action plans to resolve IT-related issues and provide guidance to prevent recurring problems.

• Delegate and direct service tasks, monitor project progress, and manage service team members to ensure objectives are achieved.

• Assist with administrative activities including invoice management, order processing, and inventory tracking.

• Monitor Service Desk performance and improve service methods to increase productivity and customer satisfaction.

• Monitor department issues and client complaints and develop corrective measures to reduce recurring incidents.

• Implement KPIs and best practices for IT Service Management.

• Promote cost consciousness, efficiency, and productivity while minimizing costs and waste.

• Act within delegated authority limits.

B. Customer (Internal & External)

• Monitor and coordinate ITD compliance and governance activities.

• Ensure proper reporting of ITD violations or potential violations.

• Coordinate across IT departments regarding Service Management policies, standards, procedures, and guidelines.

• Ensure confidentiality, integrity, and reliability of IT documentation.

• Assist customers with queries related to Bank products and services.

• Maintain activities in accordance with Service Level Agreements (SLAs).

• Build and maintain effective relationships with related departments and units.

• Provide timely and accurate information to auditors, compliance, financial control, and risk functions when required.

C. Internal (Processes, Products, Regulatory)

• Support closure of audit gaps across ITD related to IT processes and systems.

• Assess IT-related risks and prepare remediation plans.

• Ensure policies, standards, procedures, guidelines, and system documentation are followed.

• Review project documentation produced by IT departments to ensure compliance with documentation standards.

D. Learning & Knowledge

• Maintain strong knowledge and expertise in professional IT documentation.

• Possess technical understanding of IT systems for effective documentation.

• Identify and pursue professional development opportunities.

• Design and implement efficient procedures for distributing and installing changes to IT systems.

• Ensure implementations are traceable, secure, authorized, tested, and properly maintained.

• Maintain software master copies and configuration management databases.

• Train new employees on ITSM procedures.

• Maintain knowledge of ITIL v3 and related technologies.

• Keep current with developments in the professional field.

Education/Experience Requirements:

1. Bachelor's degree in Computer Science, Computer Engineering, or related discipline.

2. MBA or Master's degree is an advantage.

3. Experience in:

   • IT Service Management documentation

   • IT Governance

   • Information Security

   • Technical documentation of IT systems

4. Minimum 4 years of experience in a major bank.

5. At least 2-4 years of experience in an IT Service Management operations function.

6. ITSM training courses and certifications are preferred.

7. ITIL Foundation certification is mandatory.

8. ITIL Practitioner certification is preferred.

9. Any ITSM certification is an advantage