Lead the IT Service Management (ITSM) function for the company, establishing the governance, standards, and assurance necessary to deliver resilient, secure, and business-aligned technology services across the enterprise. The role is accountable for driving service quality, operational resilience, service continuity, change enablement, configuration management, and performance oversight, ensuring critical banking services remain stable, compliant, and customer-focused.
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Key Responsibilities
- Define and execute the enterprise ITSM strategy, roadmap, and operating model aligned to the company's business, technology, and resilience objectives.
- Lead the bank's IT service continuity and operational resilience capabilities, including disaster recovery governance, testing programs, recovery assurance, and regulatory readiness.
- Establish governance, standards, and oversight for Change Enablement, Configuration Management, Service Quality Management, and Service Performance Management.
- Drive end-to-end service visibility and service mapping to strengthen service ownership, dependency management, impact assessment, and resilience decision-making.
- Provide leadership representation for ITSM, resilience, and operational assurance across executive, governance, audit, and regulatory forums.
- Partner with senior stakeholders across Technology, Business, Risk, Compliance, Audit, and strategic suppliers to strengthen service reliability and customer outcomes.
Requirements
- 12+ years of experience in IT service delivery, with at least 5 years in a senior leadership role.
- Proven track record of implementing ITIL-based service management frameworks in complex, large-scale organizations.
- In-depth knowledge of IT operations and service management in the banking or financial services sector.
- Demonstrated ability to manage high-priority incidents, conduct root cause analyses, and oversee risk-controlled change management processes.
- Proven success in building, mentoring, and leading high-performing teams across diverse geographies.
Qualifications
- Bachelor's degree in computer science, Business, or Information Technology.
- ITIL Foundation (v4 preferred); Plus advanced ITIL certifications.
- Familiarity with UAE and international banking regulations, data privacy, and security standards.
