Senior Manager - IT Service Management (Qatarization)

About QNB

Founded in 1964 as the first Qatari-owned commercial bank, QNB Group has evolved into the largest banking institution in the Middle East and Africa region. Operating through subsidiaries and affiliates across over 31 countries on three continents, it delivers a wide array of advanced products and services. The Group employs more than 28,000 staff and serves nearly 20 million customers via approximately 1,000 locations and a network of 4,300 ATMs.

QNB holds top-tier credit ratings from agencies such as Standard & Poor's (A), Moody's (Aa3), and Fitch (A+), and has earned numerous accolades from leading international financial publications. It is recognized as the most valuable banking brand in the MEA region by Brand Finance Magazine. The bank also actively supports community initiatives by sponsoring social, educational, and sporting events.

Job Summary

The Senior Manager for IT Service Management oversees and leads ITSM programs within the Group IT Department (GITD), functioning independently to evaluate and ensure compliance with IT service delivery standards, policies, and conduct requirements. This role is responsible for seamless transition and support of IT systems, releases, and upgrades into operational phases, ensuring adherence to regulatory and internal standards.

Key Responsibilities

• Develop and maintain ITSM policies and procedures to govern ITD operations and prevent unauthorized system deployments.
• Manage daily operations of the ITSM program and regularly update Standards of Conduct to provide clear guidance to staff.
• Collaborate with Risk Management, Internal Audit, and Employee Services to address compliance concerns and resolve issues.
• Implement corrective action plans and provide guidance to prevent future IT-related problems.
• Respond swiftly and professionally to customer complaints to maintain positive relationships and retention.
• Perform administrative duties including invoice management, order processing, and inventory tracking.
• Evaluate and improve service desk efficiency, monitor service response times, and enhance customer service quality.
• Analyze recurring issues in the department and develop methods to reduce their frequency.
• Maintain comprehensive awareness of industry regulations and ensure organizational compliance with evolving standards and best practices.
• Implement KPIs and promote cost-effectiveness to boost productivity and reduce waste.
• Act as the central liaison for IT compliance requirements, coordinating governance activities across IT departments.
• Ensure timely reporting of IT policy violations and maintain confidentiality and integrity of IT documentation.
• Build strong collaborative relationships with internal departments to align with Group objectives.
• Support external and internal audit requests by providing accurate information promptly.
• Address audit findings related to IT processes, systems, and personnel, proposing remediation plans.
• Develop and update comprehensive IT policies, standards, procedures, guidelines, and documentation reflecting current system changes.
• Serve as documentation owner within Group ITD, ensuring compliance with banking documentation standards.
• Provide advisory support across IT departments for effective policy and procedural execution.
• Manage and mentor a team of ITSM analysts and release management leads.
• Ensure traceability, security, and accuracy of software implementations and hardware rollouts in line with configuration management best practices.
• Train new personnel on ITSM procedures and processes.
• Maintain up-to-date professional knowledge in IT service management (ITIL v3) and related fields, encouraging ongoing self and team development.

Education and Experience

• Bachelor's degree in Marketing, Banking, Finance, Accounting, Economics, Business Administration, Information Technology or related disciplines; Master's degree preferred.
• A minimum of eight years’ experience in IT service management documentation, governance, information security, and technical documentation, preferably within a top-tier international banking environment.

Application Requirements

• Resume/CV
• Passport copy
• Educational certificates
• QID (front and back)
• Birth certificate