Senior Manager - IT Service Management (Qatarization)

About the Job: The Senior Manager of IT Service Management will oversee the IT Service Management program, ensuring compliance with ITSM rules and regulations while evaluating and enhancing the delivery of IT services within the Group IT Division (GITD). This role is crucial in managing the transition of systems into operational support, ensuring adherence to the bank's Standards of Conduct, and protecting the integrity of IT operations.

Essential Duties & Responsibilities:

• Develop and maintain ITSM policies and procedures.
• Manage day-to-day operations of the ITSM program.
• Collaborate with various departments to address compliance and risk management issues.
• Handle customer complaints and improve service desk efficiency.
• Build and maintain relationships with internal and external stakeholders.
• Ensure adherence to Service Level Agreements (SLAs).
• Conduct audits and implement corrective action plans as necessary.
• Train and manage a team of technical ITSM analysts.

Education/Experience Requirements:

• Bachelor's degree in Marketing, Banking, Finance, Accounting, Economics, Business Administration, or Information Technology (Master’s preferred).
• At least 8 years of relevant experience, preferably in a highly rated international bank.
• Proven experience in IT service management documentation, IT governance, and information security.

Language Requirements:

• Proficiency in English is required.

Work Conditions:

• On-site
• Full-time

Application Requirements: Candidates must submit their resume/CV, passport, educational certificates, QID (front and back), and a birth certificate.

Company Overview: The company, established in 1964, is the first Qatari-owned commercial bank and has grown to become the largest bank in the Middle East and Africa (MEA) region. With a presence in over 31 countries and a workforce of more than 28,000 employees serving approximately 20 million customers, the company has consistently maintained high ratings by leading credit agencies and has received numerous awards from specialized financial publications.