Job description
As a Senior Manager in Service Management, you will play a vital role in our leadership team, focusing on ITIL processes and Change Management. Your expertise will be instrumental in identifying process improvements, tracking technology changes, and ensuring a smooth transition to production. You will collaborate with various teams to drive process enhancements and maintain efficient operations.
Continual improvement of Change management process, including peer review, TVT, BVT, Documented - Testing, Backout Plan & Recovery plan. Criteria of 'Change Success' as per ITIL and engagement of stakeholders in Change Board meetings. Collaborate with Problem management to implement RCA for incidents caused by change
The leading financial institution in MENA
While more than half a century old, we proudly think like a challenger, startup, and innovator in banking and finance, powered by a diverse and dynamic team who put customers first. Together, we pioneer key innovations and developments in banking and financial services. Our mandate? To help customers find their way to Rise Every Day, partnering with them through the highs and lows to help them reach their goals and unlock their unique vision of success. Delivering superior service to clients by leading with innovation, treating colleagues with dignity and fairness while pursuing opportunities that grow shareholders value. We actively contribute to the community through responsible banking in our mission to inspire more people to Rise.Responsibilities:
- Manage and optimize ITIL processes, specifically Change Management and Service Transition.
- Identify opportunities to enhance process controls and streamline procedures.
- Track and oversee the successful implementation of technology changes across the bank.
- Investigate and address the root causes of change failures and incidents, implementing preventive measures.
- Drive Service Transition processes to address non-functional requirements before production go-live.
- Collaborate with the MIS team to define process KPIs and develop informative MIS dashboards.
- Ensure effective communication and coordination with relevant teams and stakeholders.
- Stay updated with industry best practices and trends in IT service management.
- Provide mentorship and guidance to junior team members, fostering a culture of continuous improvement.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Minimum 8 years of experience in IT service management, with a focus on Change Management.
- Proven track record of leading and implementing successful ITIL processes.
- Strong analytical and problem-solving skills, with an ability to identify process inefficiencies.
- Excellent communication and interpersonal skills for effective collaboration.
- Experience in defining and implementing process KPIs and MIS dashboards.
- Ability to work independently and manage multiple projects simultaneously.
- Certifications in ITIL or relevant service management frameworks are preferred.
- Familiarity with banking industry practices and regulations is an advantage.
This job post has been translated by AI and may contain minor differences or errors.
