Senior Manager - IT Service Management (Qatarization)

Role Overview

Senior Manager - IT Service Management (Qatarization) at QNB in Doha, Qatar.

Company Overview

QNB was established in 1964 as the country's first Qatari-owned commercial bank and has grown to become the largest bank in the Middle East and Africa (MEA) region. QNB Group's presence extends through subsidiaries and associate companies to more than 31 countries across three continents. The organization employs more than 28,000 people serving up to 20 million customers through 1,000 locations with an ATM network of 4,300 machines. QNB maintains credit ratings from Standard & Poor's (A), Moody's (Aa3), and Fitch (A+), and ranks as the most valuable bank brand in the Middle East and Africa according to Brand Finance Magazine.

Role Purpose

The incumbent will oversee and lead the IT Service Management program, functioning as an independent and objective body that reviews and evaluates Information Technology Division's Service Management operations and delivery. The role ensures management and employees comply with ITSM rules and regulations, that IT policies and procedures are followed, and that organizational behaviour meets the bank's Standards of Conduct. The position will lead successful transitions of systems, releases, and upgrades delivered by IT Programs into Operational support at various endpoints.

Key Responsibilities

Compliance & Risk Management

• Develop, initiate, maintain, and revise ITSM policies and procedures for ITD operations to ensure compliance and prevent unauthorized or improper deployment of code base and ITD components
• Identify potential areas of compliance vulnerability and risk
• Develop and implement corrective action plans for resolution of IT problematic issues and provide general guidance on avoiding or dealing with similar situations in the future
• Coordinate and act as the central point of contact between internal IT Compliance authorities in complying with various IT Compliance requirements
• Ensure proper reporting of ITD violations or potential violations as appropriate and/or required
• Close audit gaps across the ITD with respect to IT processes, IT systems, or people
• Assess risks to ITD and prepare appropriate remediation plans as part of the IT risk management process
• Take responsibility for closure of all audit terms with respect to Group ITD's documentations

Standards & Conduct

• Develop and periodically review and update Standards of Conduct to ensure continuing currency and relevance in providing guidance to management and employees
• Maintain a strong working knowledge of industry regulations, restrictions, and laws, ensuring the company's adherence to these regulations
• Remain current on the industry's standards and new innovations, materials, tools, and processes
• Adhere to QNB documentation standards in terms of order, clarity, conciseness, style, and terminology

Policy & Procedure Design

• 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
• Review project documentation produced by other departments within ITD to ensure compliance with existing documentation standards
• Coordinate among different IT departments in the design and development of relevant Service Management policies, standards, procedures, and guidelines

Service Management Operations

• Manage day-to-day operation of ITSM Program
• Evaluate a service desk and assess its efficiency
• Monitor on-time service desk problem resolution and improve service methods to increase the service desk's productivity and customer service
• Monitor department issues and client complaints to create methods to lessen recurring issues
• Implement KPIs and best practices for IT Service Management
• Maintain activities in accordance with Service Level Agreements (SLAs) with internal departments/units to achieve improvements in turn-around time

Release & Configuration Management

• Lead successful transitions of systems, releases, and upgrades delivered by IT Programs into Operational support at various endpoints
• Agree the exact content and roll-out plan for the release through liaison with Change Management
• Ensure implementations are traceable, secure, and that only correct, authorized, and tested versions are installed and maintained in knowledge base
• 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 relevant coordinators, SMEs, and analysts to ensure the design, build, and test processes are successful

Customer & Stakeholder Relationships

• Handle customer complaints or concerns quickly and professionally to maintain good customer relationships and ensure repeat customers
• Coordinate monitoring and, as necessary, coordinate compliance and governance activities of ITD departments to remain abreast of the status of all compliance activities
• Ensure confidentiality, integrity, and reliability of documentation within ITD
• Build and maintain strong and effective relationships with all other related departments and units in ensuring necessary alignment to the Group's goals and objectives
• Build and maintain strong and effective relationships with related departments/units to achieve the Group's objectives
• Provide timely and accurate information to external auditors, internal auditors, and the Compliance function as and when required to assist customers in all their queries on Bank's products and seek solutions to their requests
• Provide timely and accurate data to external and internal Auditors, Compliance, Financial Control, and Risk when required
• Collaborate with other departments (Risk Management, Internal Audit, Employee Services) to direct compliance issues to appropriate existing channels for investigation and resolution

Knowledge Management & Team Development

• Possess a high degree of knowledge and expertise in professional IT documentation
• Manage a team of technical ITSM analysts and Release management leads
• Identify areas for professional development of self and act to enhance professional development of self and others
• Train new employees in ITSM procedures
• Interview concerned IT personnel and read journals and other material to become familiar with software product technologies on Service Management lines of business

Operational Efficiency

• Assist with or perform administrative tasks, such as managing and updating invoices, processing new orders, and tracking inventory
• Promote cost consciousness and efficiency and enhance productivity to minimise cost, avoid waste, and optimise benefits for the bank

Qualifications & Experience

• Full details are available on the employer's original posting.