Job Purpose Summary

The incumbent is responsible for developing and managing the IT performance management framework, including supporting the design, analysis, interpretation, and presentation of performance and statistical data to support business decision-making. The role ensures monitoring of SLAs against agreed targets and provides performance reporting and analysis across IT.

The position also has overall responsibility for ensuring adequate IT capacity and availability to meet business requirements, optimizing the use of IT resources, translating business forecasts into infrastructure requirements, and supporting service level management activities.

Additionally, the role oversees disaster recovery planning and coordination, ensuring critical business functions can recover within defined timeframes and that recovery procedures, plans, and testing are maintained across the organization.

Key Responsibilities

Shareholder & Financial

• Develop and implement performance measurement plans aligned with QNB business planning cycles.

• Analyze, interpret, and present complex performance information for management decision-making.

• Develop and maintain KPI reporting systems and performance improvement frameworks.

• Support SLA definition, negotiation, and monitoring.

• Assess new technologies from performance and cost perspectives.

• Build and maintain performance measurement and capacity models for infrastructure planning.

• Track utilization trends, capacity forecasts, and resource requirements.

• Develop availability and capacity plans.

• Support annual IT budget planning.

• Implement KPIs and best practices for IT Strategy and Performance.

• Promote cost consciousness, efficiency, and productivity across IT operations.

Customer (Internal & External)

• Monitor and analyze key performance indicators and ensure reporting requirements are met.

• Develop performance reports for senior management, Board committees, and business units.

• Support benchmarking and performance improvement initiatives.

• Act as focal point between IT teams, suppliers, and business units for performance measurement activities.

• Implement and manage Capacity Management processes.

• Define capacity metrics and data collection methods.

• Translate business forecasts into infrastructure requirements.

• Produce performance, utilization, trend, and forecasting reports.

• Support disaster recovery planning and recovery procedure development.

• Maintain strong relationships with stakeholders and service managers.

• Provide support to internal and external auditors, compliance, and risk teams.

Internal Processes & Regulatory

• Perform complex performance analysis and reporting activities.

• Support governance and reporting projects.

• Ensure information quality standards and reporting deadlines are met.

• Develop surveys and audits supporting service improvements.

• Establish and maintain Capacity and Availability Management policies, procedures, and processes.

• Ensure regular audits of Capacity Management processes.

• Address audit findings related to capacity and availability management.

• Maintain performance and capacity databases.

• Participate in IT and CAB meetings related to system performance and change management.

• Develop and maintain disaster recovery documentation and emergency response procedures.

• Assess and recommend new hardware and software solutions that improve IT governance and performance.

Continuous Improvement

• Lead cross-functional improvement initiatives.

• Encourage innovative thinking and adoption of industry best practices.

• Foster a culture of continuous improvement and knowledge sharing.

Learning & Knowledge

• Maintain expertise in ITIL and COBIT frameworks.

• Perform capacity modeling and trend analysis.

• Maintain understanding of IT systems, performance management, and relevant regulations.

• Pursue professional development and remain current with industry developments.

• Coach and develop team members and assess team performance regularly.

Education & Experience Requirements

1. Bachelor's Degree in Computer Science, Computer Engineering, Computing Performance Analysis, or a related discipline (Master's degree preferred).

2. Minimum 10 years of IT experience.

3. Minimum 8 years in IT Governance, Performance Measurement, and Performance Management.

4. ITIL Expert Certification is mandatory.

5. Consulting experience in Governance and Performance Management is an advantage