Assistant Manager IT Service Management

Role Overview

Assistant Manager IT Service Management at QNB, located in Doha, Qatar. The role operates within the Information Technology Division and reports to ITSM leadership.

Company Overview

QNB Group was established in 1964 as Qatar's first Qatari-owned commercial bank and is now the largest bank in the Middle East and Africa region. The Group operates through more than 31 countries across three continents with over 28,000 employees serving up to 20 million customers through 1,000 locations and an ATM network of 4,300 machines. QNB maintains credit ratings of A from Standard & Poor's, Aa3 from Moody's, and A+ from Fitch, and ranks as the most valuable bank brand in the Middle East and Africa according to Brand Finance Magazine.

Role Purpose

Oversee the IT Service Management program and function as an objective body that reviews and evaluates IT Service Management operations and delivery within the Group Information Technology Division. Ensure 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.

Key Responsibilities

Policy & Compliance

• Develop, maintain, and revise ITSM policies and procedures for ITD operations and compliance.
• Ensure policies, standards, procedures, guidelines, and system documentation are followed.
• Monitor and coordinate ITD compliance and governance activities.
• Ensure proper reporting of ITD violations or potential violations.
• Support closure of audit gaps across ITD related to IT processes and systems.

Service Management Operations

• Support the day-to-day operation of the ITSM Program.
• Delegate and direct service tasks, monitor project progress, and manage service team members to ensure objectives are achieved.
• Monitor Service Desk performance and improve service methods to increase productivity and customer satisfaction.
• Maintain activities in accordance with Service Level Agreements (SLAs).
• Implement KPIs and best practices for IT Service Management.
• Design and implement efficient procedures for distributing and installing changes to IT systems.

Governance & Risk Management

• Monitor and coordinate ITD compliance and governance activities.
• Assess IT-related risks and prepare remediation plans.
• Provide timely and accurate information to auditors, compliance, financial control, and risk functions when required.
• Ensure confidentiality, integrity, and reliability of IT documentation.
• Review project documentation produced by IT departments to ensure compliance with documentation standards.

Issue Resolution & Quality Improvement

• Support corrective action plans to resolve IT-related issues and provide guidance to prevent recurring problems.
• Monitor department issues and client complaints and develop corrective measures to reduce recurring incidents.
• Promote cost consciousness, efficiency, and productivity while minimizing costs and waste.

Administrative & Operational Support

• Assist with administrative activities including invoice management, order processing, and inventory tracking.
• Maintain software master copies and configuration management databases.
• Ensure implementations are traceable, secure, authorized, tested, and properly maintained.
• Coordinate across IT departments regarding Service Management policies, standards, procedures, and guidelines.

Stakeholder Management

• Build and maintain effective relationships with related departments and units.
• Assist customers with queries related to Bank products and services.
• Act within delegated authority limits.

Training & Knowledge Management

• Train new employees on ITSM procedures.
• Maintain strong knowledge and expertise in professional IT documentation.
• Maintain knowledge of ITIL v3 and related technologies.
• Keep current with developments in the professional field.
• Possess technical understanding of IT systems for effective documentation.
• Identify and pursue professional development opportunities.

Qualifications & Experience

• Bachelor's degree in Computer Science, Computer Engineering, or related discipline.
• MBA or Master's degree is an advantage.
• Minimum 4 years of experience in a major bank.
• At least 2-4 years of experience in an IT Service Management operations function.
• Demonstrated experience in IT Service Management documentation, IT Governance, Information Security, and technical documentation of IT systems.
• ITIL Foundation certification is mandatory.
• ITIL Practitioner certification is preferred.
• ITSM training courses and certifications are preferred.
• Any ITSM certification is an advantage.

Additional Information

Resume/CV required.

QID (Front & Back) required for Qatar residents.

Passport required.

Education Certificate required.

Experience Certificates required.

Application closing date: 15 September 2027.